Premier Support Manager

Zoom; California (MO); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is looking for a Senior Manager to lead a team of Technical Account Managers, shaping outcomes for Zoom's Premier Support portfolio. You will develop the team, set goals, and act as the executive escalation point for complex customer situations alongside Customer Success, Service Engineering, and Sales.

This hybrid role requires on-site presence 2 days per week at our San Jose, CA office, with remote arrangements not available.

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.
• Ability to communicate with executive stakeholders and drive strategic alignment.
• Proven track record of executing strategy at scale using data and metrics.
• Experience leveraging AI tools to improve team efficiency and service delivery.
• Familiarity with UC technologies like Zoom Workplace, Cisco, Microsoft; IP telephony, SIP, or API/SDK knowledge is a plus.
• Bachelor's degree in Engineering, Computer Science, or related field.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers.
• Recruit, onboard, and grow TAM talent while upholding processes and quality standards.
• Define and drive team KPIs, quarterly goals, and strategic initiatives.
• Analyze performance data to identify risks and opportunities for improvement.
• Own executive escalation for complex customer situations with cross-functional partners.
• Collaborate with Account Executives and Customer Success Managers to support retention and growth.
• Identify underperformance and implement structured improvement plans.

Skills

Team leadership

SaaS experience

Executive communication

Data-driven decisions

AI tooling

Enterprise relationships

Education

Bachelor's degree in Engineering/Computer Science

Tools

Cisco

Microsoft

API/SDK integration

Job description

What You Can Expect

Lead a team of Technical Account Managers at the center of Zoom's most strategic enterprise relationships, directly shaping customer outcomes and the long-term health of the Premier Support portfolio. Day to day, you will develop your team, define performance goals, and serve as an executive escalation point for complex customer situations, working closely with Customer Success, Service Engineering, and Sales. This is a role for someone who leads with data, builds accountability with genuine care, and is committed to developing people alongside delivering results. You will report to senior leadership within the Global Premier Support organization. This is a hybrid position that requires on-site presence 2 days per week at our San Jose, CA office. Remote arrangements are not available for this role.

About The Team

The Premier Support team delivers high-touch technical account management for Zoom's most strategic enterprise customers, helping them realize the full value of Zoom Workplace. Working at the intersection of technical expertise and relationship management, the team partners closely with Sales, Customer Success, and Engineering to resolve complex challenges and drive proactive outcomes. As a core part of Zoom's customer experience strategy, the team plays a meaningful role in retention, expansion, and satisfaction across the Premier portfolio.

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 organization, 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.
• Own executive-level escalation 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 portfolio.
• Identify underperformance within the team and manage structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to deliver data-driven decisions that strengthen team processes and the Premier Services program.

What We're Looking For

• 5+ years of experience managing technical teams in a customer-facing organization, with a track record of developing high-performing talent.
• 5+ years of experience in the SaaS industry and/or Unified Communications space, with deep familiarity with enterprise collaboration environments.
• Demonstrated ability to communicate with and influence executive-level stakeholders, including delivering compelling presentations and driving strategic alignment.
• Proven track record of executing strategy at operational and organizational scale, using data and performance metrics to inform decisions.
• Experience leveraging AI tools and solutions to deliver measurable improvements in team efficiency and service delivery.
• Familiarity with Unified Communications technologies such as Zoom Workplace, Cisco, Microsoft, or equivalent platforms; knowledge of IP telephony, SIP, or API/SDK integration is a plus.
• Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

Minimum

Salary Range or On Target Earnings

$97,600.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

Maximum

$225,700.00

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.