About this role.
Zuora seeks a senior Technical Account Manager to advise strategic Zephr customers on subscription experiences, identity, entitlement, registration, paywalls, and integrations. The role combines customer-facing technical consulting with architecture reviews, design guidance, troubleshooting, documentation, and cross-functional escalation management. Candidates need enterprise SaaS experience and strong web-platform knowledge, including JavaScript, HTML, REST APIs, JSON, webhooks, and browser behavior. The position supports EMEA business hours while maintaining regular overlap with US stakeholders and is based in Bulgaria, with Italy also referenced as a location option. Success depends on translating commercial and customer objectives into scalable technical recommendations and measurable product adoption.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first clarify the business objectives, success metrics, current user journeys, and constraints. I would then map integrations, identity and entitlement flows, access rules, data dependencies, and operational ownership, identifying risks in scalability, maintainability, performance, and observability. I would prioritize recommendations by customer impact and effort, then document a phased action plan with owners and decision points.
I would collect reproducible examples, timestamps, affected user segments, browser and device details, and relevant configuration changes. I would trace the request flow across browser behavior, identity state, Zephr rules, API responses, webhooks, CDN or cache behavior, and downstream systems. After isolating the likely failure point, I would coordinate the appropriate teams, communicate workaround options, and document the root cause and prevention actions.
I lead with the business outcome, the risk of inaction, and the decision required rather than implementation detail. I present a concise comparison of options using impact, cost, delivery risk, and customer experience, then provide technical appendices for deeper review. This keeps executives aligned while ensuring engineering teams have enough specificity to execute.
I would maintain a visible prioritization framework based on customer impact, production risk, contractual commitments, adoption opportunities, and effort. I would set clear expectations through regular office hours, documented next steps, and escalation paths, while reserving capacity for urgent incidents. Where priorities conflict, I would make tradeoffs explicit and align them with internal account and customer-success stakeholders.
Recommendations should be tied to a measurable customer objective and delivered as an achievable sequence rather than a broad list of improvements. I would pair architecture guidance with documentation, enablement sessions, ownership assignments, and success measures such as adoption, reduced incident volume, or improved conversion. I would revisit progress in regular reviews and adjust the plan based on outcomes and product changes.
Role : Technical Account Manager, Zephr
Location, Sofia, Bulgaria / Italy – Bari or Naples
Company Overview
At Zuora, we do Modern Business. We help companies subscribe to new ways of doing business that are better for people, companies, and ultimately the planet. Through our leading expertise and multi-product suite, including Zuora Billing, Revenue, Collect, and Zephr, we help the world’s most innovative companies monetize new business models, nurture subscriber relationships, and optimize digital experiences.
Zephr, Zuora’s subscription experience platform, helps digital businesses create, personalize, and monetize subscriber journeys across websites, apps, identity flows, paywalls, and connected commerce experiences.
The Team & Role
We are looking for a Technical Account Manager, Zephr to join our Technical Account Management team.
As a Senior Zephr TAM, you will act as a trusted technical advisor to strategic customers using Zephr to power digital subscription, registration, identity, entitlement, and paywall experiences. You will provide ongoing architecture guidance, best-practice recommendations, technical design reviews, and proactive advisory support to help customers increase value from their Zephr investment.
This is a senior, customer-facing role for someone who can combine deep Zephr product expertise, strong web technology knowledge, and commercial awareness. You will work with customer product, marketing, engineering, architecture, and operations teams to understand business objectives, assess technical design choices, identify risks, and recommend scalable paths forward.
You will also partner closely with Zuora Customer Success, Support, Product, Engineering, and Professional Services teams to ensure customers receive coordinated guidance and clear next steps.
This is a Sofia-based role with flexible work arrangements. The role requires availability across EMEA business hours and regular overlap with US-based stakeholders, customers, and internal teams.
What you’ll do
- Serve as the senior technical advisor for Zephr customers, helping them optimize their implementation and align Zephr capabilities to business goals.
- Lead regular customer office hours, technical reviews, design discussions, roadmap alignment sessions, and executive-friendly technical readouts.
- Advise customers on Zephr architecture, configuration, identity flows, access rules, paywalls, registration journeys, personalization, and integrations.
- Review customer designs and implementation approaches to identify scalability, maintainability, performance, or operational risks.
- Guide customers on adoption of new Zephr and Billing capabilities that improve digital subscription growth, operational efficiency, and subscriber experience.
- Maintain or guide the creation of architecture documentation, implementation notes, runbooks, and technical decision records.
- Support troubleshooting of complex customer issues involving Zephr configuration, integrations, browser behavior, APIs, webhooks, and data flows.
- Partner with Support and Product teams to provide customer context, escalate issues appropriately, and advocate for product improvements.
- Translate customer business priorities into practical technical recommendations and phased action plans.
- Mentor and support internal teams by sharing Zephr best practices, reusable guidance, and customer implementation patterns.
Your experience
- 5+ years of experience in Technical Account Management, Solution Consulting, Technical Consulting, Solution Architecture, or a similar customer-facing technical role.
- Hands-on experience with Zephr preferred, including customer implementations, configuration, integrations, or ongoing technical advisory.
- Strong experience working with enterprise SaaS customers, ideally in digital subscriptions, media, publishing, e-commerce, identity, martech, or customer engagement platforms.
- Solid understanding of modern web technologies, including JavaScript, HTML, REST APIs, JSON, webhooks, and browser-based application behavior.
- Familiarity with technologies commonly used in Zephr ecosystems, such as CMS platforms, CDNs, CDPs, identity providers, React, GraphQL, and tag management tools.
- Ability to analyze customer requirements, separate critical needs from nice-to-haves, and recommend practical technical designs.
- Experience facilitating technical workshops, design reviews, customer training, and senior stakeholder readouts.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and business stakeholders.
- Ability to manage multiple strategic customers and priorities while maintaining clear ownership, follow-through, and documentation.
- Experience working across EMEA and US time zones.
- Experience with Zuora Billing, subscription monetization, entitlement management, or quote-to-cash processes is a plus.
- Media, publishing, or digital subscription industry experience is a strong plus.
What success looks like
- Customers view you as a trusted senior advisor for Zephr architecture, adoption, and optimization.
- Customer teams have clearer architecture, stronger documentation, and fewer avoidable implementation risks.
- Customers adopt relevant Zephr and Zuora capabilities with confidence.
- Complex customer issues are better contextualized, prioritized, and coordinated across Zuora teams.
- Product and Support teams receive actionable customer feedback grounded in real implementation needs.
- Zephr customers see stronger value realization from their ongoing partnership with Zuora.
#ZEOLife at Zuora
As an industry pioneer, our work is constantly evolving and challenging us in new ways. Our people, whom we call ZEOs, are empowered to take ownership and make a bigger impact. We collaborate deeply, exchange ideas openly, and together we make what’s next possible for our customers, community, and the world.
Bulgaria Benefits
- Supplemental Medical Insurance
- Life and Accidental Death Insurance
- Food Vouchers
- MultiSport Card
Location & Work Arrangements
Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. For this role, the successful candidate will be based in Bulgaria and able to support EMEA business hours with regular overlap for US-based stakeholders, customers, and internal teams.
Our Commitment to an Inclusive Workplace
Think, be, and do you. At Zuora, different perspectives, experiences, and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.
Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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