Enterprise Premier Support Lead

Zoom

Columbus (OH)

Hybrid

USD 98,000 - 226,000

Full time

10 days ago

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Location-based compensation

Benefits program

Job summary

Zoom is seeking a Premier Support Manager to lead a team of Technical Account Managers delivering high-touch support for the most strategic enterprise accounts. You will coach, set goals, and act as an executive escalation resource, partnering with Customer Success, Service Engineering, and Sales.

Reporting to Global Premier Support leadership, the role may require travel to Zoom offices and customer sites.

Qualifications

5+ years of experience managing technical teams in a customer-facing organization.
5+ years in the SaaS industry and/or Unified Communications space.
Proven ability to communicate with and influence executive stakeholders.
Demonstrated use of data and metrics to inform decisions at scale.
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-SDK knowledge is a plus.

Responsibilities

Lead, coach, and develop a TAM team to deliver premier support experiences.
Recruit, onboard, and grow TAM talent while upholding processes and standards.
Define and drive team KPIs, quarterly goals, and strategic initiatives.
Analyze team data to identify risks, growth opportunities, and improvements.
Serve as executive escalation point to drive timely resolutions with stakeholders.
Partner with Account Executives and CSMs to strengthen relationships for retention and growth.
Identify underperformance trends and execute structured improvement plans.
Collaborate with cross-functional leaders to improve Premier Services program.