Enterprise Premier Support Lead

Zoom; Lincoln (NE); Hybrid; USD 98,000 - 226,000; Full time

Job summary

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

This hybrid role involves working with senior leadership, data-driven decisions, and proactive risk management.

Qualifications

• 5+ years of experience managing technical teams in a customer-facing organization.
• 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 organizational 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.

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.
• 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 retention and growth across the Premier Service portfolio.
• Identify underperformance trends and lead 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.

Skills

Team leadership

SaaS industry experience

Executive stakeholder communication

Data-driven decision making

AI tools utilization

UC technologies familiarity

Education

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

Job description

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

This hybrid role involves working with senior leadership, data-driven decisions, and proactive risk management.