Premier Support Manager

Zoom; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Zoom is seeking a Premier Support Manager in London to lead a team of Technical Account Managers, shaping enterprise relationships and the Premier Support portfolio. You will coach, define goals, and act as an executive escalation point, collaborating with Customer Success, Service Engineering, and Sales.

The role requires extensive SaaS/Unified Communications experience, strong data-driven decision making, and proven leadership.

Qualifications

• 5+ years managing technical teams in a customer-facing organisation.
• 5+ years in SaaS and/or Unified Communications with enterprise collaboration experience.
• Ability to communicate with executive stakeholders and influence strategic alignment.
• Proven track record of executing strategy using data and performance metrics.
• Experience leveraging AI tools to improve team efficiency and service delivery.
• Familiarity with Zoom Workplace, Cisco, Microsoft or similar UC platforms; IP telephony/SIP/API integration is a plus.
• Bachelor’s degree in Engineering, Computer Science, or related field, or equivalent professional experience.

Responsibilities

• Lead, coach, and develop the TAM team to deliver Premier Support experiences.
• Recruit, onboard, and grow TAM talent while maintaining quality standards.
• Define and drive team KPIs, quarterly goals, and strategic initiatives.
• Analyze team performance data to identify risks and growth opportunities.
• Serve as executive escalation point for complex customer situations.
• Collaborate with Sales and Customer Success to strengthen relationships and retention of the Premier Service portfolio.
• Identify underperformance and implement improvement plans.
• Partner with cross-functional leaders for data-driven decisions.

Skills

Team leadership

Executive communication

Data-driven decisions

AI tools usage

SaaS/UC domain knowledge

Education

Bachelor’s degree in Engineering, Computer Science, or related field

Job description

What You Can Expect

As Premier Support Manager, you will lead a team of Technical Account Managers at the forefront of Zoom’s most strategic enterprise relationships, directly shaping customer outcomes and the long-term success of our Premier Support portfolio. Day to day, you will develop your team, define performance goals, and serve as an executive escalation point for complex customer situations, working in close partnership with Customer Success, Service Engineering, and Sales. This role is a strong fit for someone who leads with data, builds accountability with care, and brings genuine commitment to developing people alongside delivering results. You will report to senior leadership within the Global Premier Support organisation. This is a hybrid position at our London office.

About the Team

The Premier Support team delivers high-touch technical account management for Zoom’s most strategic enterprise customers, helping them realise the full value of Zoom Workplace. The team works at the intersection of technical expertise and relationship management, partnering with Sales, Customer Success, and Engineering to resolve complex challenges and drive proactive outcomes. As a key pillar of Zoom’s customer experience strategy, the team plays a meaningful role in retention, expansion, and satisfaction across the Premier portfolio.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers, building the skills and competencies needed to deliver outstanding Premier Support experiences.
• Recruit, onboard, and grow talent within the TAM team, ensuring all business processes and quality standards are upheld to the highest level.
• Define and drive team KPIs, quarterly goals, and strategic initiatives aligned to the broader Premier Services program.
• Analyze team performance data and process metrics to proactively identify risk factors, growth opportunities, and areas for continuous improvement.
• Serve as an executive-level escalation point for complex customer situations, partnering with Customer Success Managers, Escalations, and Service Engineering to drive timely resolution.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support the retention and growth of the Premier Service portfolio.
• Identify team underperformance and manage structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to deliver data-driven decisions that enhance team processes and strengthen the Premier Services program.

What We’re Looking For

• 5+ years of experience managing technical teams in a customer-facing organisation, with a track record of developing high-performing talent.
• 5+ years of experience in the SaaS industry and/or Unified Communications space, with deep familiarity with enterprise collaboration environments.
• Demonstrated ability to communicate with and influence stakeholders at the executive level, including delivering compelling presentations and driving strategic alignment.
• Proven track record of executing strategy at an operational and organisational scale, using data and performance metrics to inform decisions.
• Experience leveraging AI tools and solutions to deliver measurable improvements in team efficiency and service delivery.
• Familiarity with Unified Communications technologies such as Zoom Workplace, Cisco, Microsoft, or equivalent platforms; knowledge of IP telephony, SIP, or API/SDK integration is a plus.
• Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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