Enterprise Premier Support Lead

Zoom; Denver (CO); Hybrid; USD 98,000 - 226,000; Full time

Job summary

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

You will report into Zoom's Global Premier Support leadership and collaborate with cross-functional teams to drive customer outcomes, retention, and service improvements, with occasional travel to

Qualifications

• 5+ years leading technical teams in customer-facing roles.
• 5+ years in SaaS or Unified Communications space.
• Ability to influence executive stakeholders and present strategically.
• Proven track record using data and metrics to drive decisions.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers delivering Premier Support experiences.
• Recruit, onboard, and grow TAM talent while upholding processes and standards.
• Define and drive team KPIs, quarterly goals, and initiatives for Premier Services.
• Analyze team performance data to identify risks and opportunities for improvement.
• Serve as executive escalation point with cross-functional partners to resolve complex issues.
• Collaborate with Account Executives and CSMs to strengthen customer relationships and retention.
• Identify underperformance trends and lead structured improvement plans.
• Partner with leaders to deliver data-driven decisions improving processes.

Skills

Team management

SaaS experience

Executive communication

Data-driven decisions

AI in support

UC platforms

Engineering/CS degree

Education

Engineering/CS degree

Job description

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

You will report into Zoom's Global Premier Support leadership and collaborate with cross-functional teams to drive customer outcomes, retention, and service improvements, with occasional travel to