Enterprise Premier Support Lead

Zoom; Richmond (VA); 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 serving enterprise accounts. You will coach, set goals, and act as an executive escalation resource, working with Customer Success, Service Engineering, and Sales.

You’ll report to Global Premier Support leadership and may travel to offices and customer sites. You will drive KPIs, oversee talent development, and partner with sales to strengthen relationships, with a focus on retention and growth across the

Qualifications

• 5+ years of experience managing technical teams in a customer-facing organization.
• 5+ years in the SaaS industry and/or Unified Communications with enterprise collaboration experience.
• Ability to communicate with and influence executives and stakeholders.
• Proven track record of executing strategy using data and performance metrics.
• Experience leveraging AI tools to improve team efficiency and service delivery.
• Familiarity with UC technologies such as Zoom Workplace, Cisco, Microsoft; IP telephony or API/SDK knowledge a plus.
• Bachelor's degree in Engineering, Computer Science, or related field, or equivalent experience.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers, building skills for Premier Support.
• Recruit, onboard, and grow TAM talent, maintaining processes and standards.
• Define and drive team KPIs, quarterly goals, and strategic initiatives.
• Analyze team data to identify risk factors, growth opportunities, and improvements.
• Serve as executive escalation point for complex customer situations with cross-functional partners.
• Partner with Account Executives and Customer Success Managers to strengthen relationships and retention.
• Identify underperformance trends and lead improvement plans with senior support.
• Collaborate with leaders to deliver data-driven decisions enhancing Premier Services.

Skills

Leadership

SaaS experience

Executive communication

Data-driven decisions

AI tools usage

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zoom Workplace

API/SDK knowledge

Job description

Zoom is seeking a Premier Support Manager to lead a team of Technical Account Managers serving enterprise accounts. You will coach, set goals, and act as an executive escalation resource, working with Customer Success, Service Engineering, and Sales.

You’ll report to Global Premier Support leadership and may travel to offices and customer sites. You will drive KPIs, oversee talent development, and partner with sales to strengthen relationships, with a focus on retention and growth across the