Premier Support Leader: TAM Team & Strategy

Zoom; Austin (TX); 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 strategic enterprise accounts. You will coach, hire, and set KPIs while serving as an executive escalation point for complex customer situations across Success, Engineering, and Sales.

Expect a structured hybrid work model with travel to Zoom offices and customer sites. You will partner with Account Executives and Customer Success Managers to strengthen relationships, drive

Qualifications

• 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 executives and influence stakeholders.
• Proven track record of executing strategy using data and metrics.
• Experience leveraging AI tools to improve team efficiency.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers.
• Recruit, onboard, and grow TAM talent while upholding processes.
• Define and drive team KPIs, quarterly goals, and initiatives.
• Analyze performance data to identify risks and opportunities.
• Serve as executive-level escalation point for complex issues.
• Partner with Accounting Executives and Customer Success Managers to support retention and growth.
• Identify underperformance trends and lead improvement plans.
• Collaborate with cross-functional leaders to improve processes.

Skills

Technical leadership

SaaS industry experience

Executive communication

Data-driven decision making

AI tooling experience

UC technologies familiarity

Education

Bachelor's degree in Engineering, Computer Science, or related field

Job description

Zoom is seeking a Premier Support Manager to lead a team of Technical Account Managers delivering high-touch support for strategic enterprise accounts. You will coach, hire, and set KPIs while serving as an executive escalation point for complex customer situations across Success, Engineering, and Sales.

Expect a structured hybrid work model with travel to Zoom offices and customer sites. You will partner with Account Executives and Customer Success Managers to strengthen relationships, drive