Executive Premier Support Manager - Enterprise TAMs

Zoom; Jackson (MS); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom Premier Support is hiring 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, working with Customer Success, Service Engineering, and Sales.

This hybrid role reports to senior leadership within Zoom's Global Premier Support organization, and may require travel

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.
• Proven track record of executing strategy using data and performance metrics.
• Experience leveraging AI tools to improve team efficiency and service delivery.
• Familiarity with Unified Communications technologies such as Zoom Workplace, Cisco, Microsoft.
• Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

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

Executive communication

Data-driven decision making

AI in service delivery

SaaS / Unified Communications

Education

Bachelor's degree in Engineering/CS or related field

Tools

API/SDK integrations

Job description

Zoom Premier Support is hiring 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, working with Customer Success, Service Engineering, and Sales.

This hybrid role reports to senior leadership within Zoom's Global Premier Support organization, and may require travel