Enterprise Premier Support Lead

Zoom

Trenton (NJ)

Hybrid

USD 98,000 - 226,000

Full time

14 days+

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Job summary

Zoom is seeking a Premier Support Manager in the United States (New Jersey) to lead a team of Technical Account Managers delivering high-touch support for enterprise accounts. You will coach, coach, and develop talent, set performance goals, and act as an executive escalation resource with cross-functional partners.

You will report to senior leadership in Global Premier Support and may travel to Zoom offices and customer sites as needed.

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.
Ability to communicate with and influence executive stakeholders with compelling presentations.
Proven track record of executing strategy using data and performance metrics.
Experience leveraging AI tools to improve team efficiency and service delivery.

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 quality 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 reinforce relationships and growth.
Identify underperformance trends and lead structured improvement plans with senior support.
Collaborate with cross-functional leaders to drive data-driven decisions that enhance processes.