Enterprise Premier Support Leader

Zoom; Washington (District of Columbia); 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, working with Customer Success, Service Engineering, and Sales to influence outcomes and strengthen the Premier portfolio.

You will report to senior leadership within Zoom's Global Premier Support organization, and occasional

Qualifications

• 5+ years 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 and deliver strategic alignment.
• Proven track record of executing strategy using data and performance metrics.
• Experience leveraging AI tools to deliver measurable improvements in team efficiency.
• Familiarity with UC technologies such as Zoom Workplace, Cisco, Microsoft; IP telephony/SIP or API/SDK knowledge is a plus.
• Bachelor's degree in Engineering, Computer Science, or a related field.

Responsibilities

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

Skills

Team leadership

Executive communication

Data-driven decision making

Strategic planning

AI tool usage in support

Education

Bachelor's degree in Engineering/CS or related field

Tools

Unified Communications platforms knowledge

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, working with Customer Success, Service Engineering, and Sales to influence outcomes and strengthen the Premier portfolio.

You will report to senior leadership within Zoom's Global Premier Support organization, and occasional