Premier Support Leader - Enterprise TAM Coach (Hybrid)

Zoom; Dover (DE); 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 the company's most strategic enterprise accounts. You will influence customer outcomes and the ongoing strength of the Premier Support portfolio.

You will report to senior leadership within Zoom's Global Premier Support organization, coach and develop talent, set performance goals, and coordinate with Customer Success, Service Engineering, and Sales.

Qualifications

• Minimum 5 years managing technical teams in a customer-facing organization.
• 5+ years in the SaaS industry and/or Unified Communications space.
• Ability to communicate with and influence executive stakeholders, including delivering presentations and driving strategic alignment.
• Proven track record of data-driven decision making and operational scale.
• Experience leveraging AI tools to improve team efficiency and service delivery.

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 strategic initiatives.
• Analyze performance data to identify risks and opportunities for improvement.
• Serve as executive escalation point for complex customer situations and drive timely resolutions.
• Collaborate with Account Executives and Customer Success Managers to strengthen relationships and retention.
• Identify underperformance trends and lead improvement plans with senior support.
• Work with cross-functional leaders to drive data-driven decisions improving processes.

Skills

Team leadership

SaaS industry experience

Executive communication

Data-driven decisions

AI tools usage

Unified Communications knowledge

Education

Bachelor's degree in Engineering/CS

Tools

AI tools

UC platforms knowledge

Job description

Zoom is seeking a Premier Support Manager to lead a team of Technical Account Managers delivering high-touch support for the company's most strategic enterprise accounts. You will influence customer outcomes and the ongoing strength of the Premier Support portfolio.

You will report to senior leadership within Zoom's Global Premier Support organization, coach and develop talent, set performance goals, and coordinate with Customer Success, Service Engineering, and Sales.