Enterprise Premier Support Lead

Zoom; Topeka (KS); 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 our most strategic enterprise accounts. You will coach, set goals, and act as an executive escalation resource, partnering with Customer Success, Service Engineering, and Sales.

This role blends data-driven leadership with a commitment to developing talent, aligns with our Global Premier Support program, and may require travel to Zoom offices and customer sites.

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.
• Demonstrated ability to communicate with and influence executives.
• Proven track record of executing strategy using data and performance metrics.
• Experience leveraging AI tools to improve team efficiency.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers, building skills for Premier Support.
• Recruit, onboard, and grow TAM talent while upholding processes and standards.
• Define and drive team KPIs, quarterly goals, and strategic initiatives.
• Analyze team performance data to identify risks, opportunities, and improvements.
• Serve as executive-level escalation point for complex customer situations.
• Partner with Account Executives and Customer Success Managers to strengthen relationships.
• Identify underperformance trends and lead improvement plans.
• Collaborate with cross-functional leaders to improve Premier Services programs.

Skills

Leadership

SaaS experience

Executive communication

Data-driven decisions

AI tools usage

Education

Bachelor's degree in Engineering/CS

Tools

Zoom Workplace

Cisco

Microsoft

Job description

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

This role blends data-driven leadership with a commitment to developing talent, aligns with our Global Premier Support program, and may require travel to Zoom offices and customer sites.