Premier Support TAM Lead – Data-Driven Team Builder

Zoom Video Communications; San Jose (CA); Hybrid; CAD 138,000 - 319,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom Video Communications is seeking a leader to drive a team of Technical Account Managers within our Premier Support program in a hybrid role based in San Jose. You will develop talent, set goals, and act as the executive escalation point for complex customer scenarios.

The ideal candidate has 5+ years of TAM leadership in SaaS or UC, excellent executive communication skills, and a data-driven approach to improve outcomes and retention. AI tools experience is a plus.

Qualifications

• 5+ years of experience leading technical teams in a customer-facing role.
• 5+ years of experience in the SaaS industry and/or Unified Communications.
• Strong ability to communicate with and influence executive stakeholders, including presentations and strategic alignment.
• Proven track record of using data and metrics to drive decisions.
• Experience leveraging AI tools to improve team efficiency and service delivery.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers to deliver Premier Support experiences.
• Recruit, onboard, and grow TAM talent while upholding processes and standards.
• Define team KPIs, quarterly goals, and strategic initiatives for Premier Services.
• Analyze performance data to identify risks, opportunities, and improvements.
• Own executive-level escalation for complex customer situations with cross-functional partners.
• Collaborate with Account Executives and Customer Success Managers to strengthen relationships and retention.

Skills

Team leadership

SaaS industry experience

Executive communication

Data-driven decision making

AI tools experience

Unified Communications knowledge

Education

Bachelor's degree in Engineering or Computer Science

Job description

Zoom Video Communications is seeking a leader to drive a team of Technical Account Managers within our Premier Support program in a hybrid role based in San Jose. You will develop talent, set goals, and act as the executive escalation point for complex customer scenarios.

The ideal candidate has 5+ years of TAM leadership in SaaS or UC, excellent executive communication skills, and a data-driven approach to improve outcomes and retention. AI tools experience is a plus.