Enterprise Premier Support Leader

Zoom; Hartford (CT); 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 Zoom's most strategic enterprise accounts. You will coach, set goals, and act as an escalation resource, collaborating with Customer Success, Service Engineering, and Sales.

This role emphasizes developing talent, driving KPIs, and using data to guide improvements across the Premier Services program. Occasional travel to offices and customer sites is expected.

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.
• Proven ability to communicate with and influence executive stakeholders.
• Proven track record of executing strategy using data and metrics.
• Experience leveraging AI tools to improve team efficiency and service delivery.
• Familiarity with UC technologies (Zoom Workplace, Cisco, Microsoft) or equivalents.

Responsibilities

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

Skills

Team leadership

SaaS industry experience

Executive communication

Strategy execution

AI in service delivery

Unified Communications familiarity

Education

Bachelor’s degree in Engineering or Computer Science

Tools

Zoom Workplace

IP telephony / SIP

Job description

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

This role emphasizes developing talent, driving KPIs, and using data to guide improvements across the Premier Services program. Occasional travel to offices and customer sites is expected.