Switching Account Executives

[JudahFC]

When we joined Zoom, we had an initial account executive who was awesome. He was immediately accessible and handled all our requests with professionalism and enthusiasm. If there was anything he did not know, he would be very upfront with us and then redirect us to someone who could help, or he would do research on the issue and get back to us. He was such a pleasure to deal with.

At a certain point we were notified that our account had grown beyond a certain threshold, such that a new account executive would be assigned to us. This new account executive has been terrible. Her initial outreach to us was to say that our licenses would be expiring (we have no licenses that are subject to expiry) and that we needed to complete an Order Form. When we directed her to the terms of our negotiated agreement, she simply insisted that a new Order Form was required. When we asked to escalate the issue, she said she would do so, but again insisted that we needed to complete a new Order Form. We did not hear from her again after that, and honestly, we were pretty happy about that. She added absolutely no value to our experience with Zoom.

Fast forward about a year. Our organization has expanded rapidly and we have hit triple digit user numbers. At this point, in order to add more Zoom Phone users, we were directed back to that awful account executive, whom we no longer have any interest in dealing with. Our director both called and sent an email to Zoom Customer Support stating that we would no longer deal with our existing account executive under any circumstances, as we found her to be both incompetent and tactless, to be frank. In addition to submitting our request for additional Zoom Phone users and licenses, we also quite clearly indicated that we would like a different account executive. When we made our request via phone, the Support Representative acknowledged our frustration and stated that he would forward our request on to the appropriate personnel. After a couple days we emailed Zoom Customer Support about the above requests (i.e. add users, change account exec), and were directed to email the manager of the account executive, which we did.

It has now been over a week since we made our initial request, and we are still waiting to add Zoom Phone users/licenses and to have a different account executive assigned. We are quite disappointed with how things are panning out, as we do not think it should be this difficult to add licenses. Ideally, we would love to continue to make the additions ourselves and not deal with any account executive (let alone an incompetent one), but we are no longer able to self-serve due to the growth of our account. This whole situation has caused us to explore alternatives to Zoom Phone that will allow us to handle our business expediently and without unnecessary issues.

Has anyone ever switched account executives before? If so, please advise on how we can expedite this process.

Thanks

[Mandel]

Hi @JudahFC ,

I am sorry to hear that you experienced such difficulty with your current Account Executive. I have escalated your request internally and you should hear back from our support team in the coming days.

Let me know in case you need further assistance.

Thanks,

Zoom Community Team