Enterprise Premier Support Leader

Zoom; United States; 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 and develop your team, set performance goals, and act as an executive escalation resource for complex customer situations, partnering with Customer Success, Service Engineering, and Sales. Occasional travel to offices and customer sites may be required.

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 stakeholders at the executive level.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers, building the skills and competencies needed to deliver outstanding Premier Support experiences.
• Recruit, onboard, and grow talent within the TAM team, ensuring all business processes and quality standards are upheld.
• Define and drive team KPIs, quarterly goals, and strategic initiatives aligned to the broader Premier Services program.
• Analyze team performance data and process metrics to proactively identify risk factors, growth opportunities, and areas for continuous improvement.
• Serve as an executive-level escalation point for complex customer situations, partnering with Customer Success Managers, Escalations, and Service Engineering to drive timely resolution.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support retention and growth across the Premier Service portfolio.
• Identify underperformance trends and lead structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to deliver data-driven decisions that enhance team processes and strengthen the Premier Services program.

Skills

Team leadership

SaaS experience

Executive communication

Data-driven decisions

AI tools experience

Unified Communications familiarity

Bachelor's degree in Engineering/CS

Education

Bachelors 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 Zoom's most strategic enterprise accounts.

You will coach and develop your team, set performance goals, and act as an executive escalation resource for complex customer situations, partnering with Customer Success, Service Engineering, and Sales. Occasional travel to offices and customer sites may be required.