Enterprise Premier Support Leader

Zoom

Little Rock (AR)

Hybrid

USD 98,000 - 226,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model

Equity value in compensation

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 Customer Success, Sales, and Engineering to drive outcomes.

You will report to senior leadership within Zoom's Global Premier Support organization, with occasional travel to offices and customer sites.

Qualifications

5+ years leading technical teams in a customer-facing SaaS environment.

Responsibilities

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