Enterprise Premier Support Leader

Zoom; Frankfort (KY); 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 enterprise accounts. You will coach, set goals, and act as an executive escalation resource, partnering with Success, Engineering, and Sales to drive outcomes and retention.

The role requires strategic leadership, cross-functional collaboration, and a focus on talent development and process improvements within Zoom's Global Premier Support organization.

Qualifications

• 5+ years leading technical teams in customer-facing roles.
• 5+ years in SaaS or unified communications.
• Ability to influence executive stakeholders.
• Experience using AI tools to boost efficiency.
• UC tech familiarity incl. Zoom Workplace, Cisco, Microsoft.
• Knowledge of IP telephony, SIP, or API/SDK integration a plus.

Responsibilities

• Lead, coach, and develop TAM team.
• Recruit, onboard, and grow talent.
• Define and drive team KPIs and goals.
• Analyze performance data to identify risks and opportunities.
• Serve as executive escalation point for complex cases.
• Partner with Account Executives to strengthen relationships.
• Identify underperformance trends and implement improvements.
• Collaborate with cross-functional leaders to improve processes.

Skills

Team Leadership

SaaS Experience

Executive Communication

Data-Driven Decisions

AI Tools

UC Technologies

Education

Engineering or CS degree

Job description

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

The role requires strategic leadership, cross-functional collaboration, and a focus on talent development and process improvements within Zoom's Global Premier Support organization.