Senior Premier Support Leader for Enterprise TAMs

Zoom; Salem (OR); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom Premier Support Manager leads a team of Technical Account Managers delivering high-touch support for Zoom's most strategic enterprise accounts, with a focus on customer outcomes and growth of the Premier Support portfolio.

You will coach and develop a high-performing team, set KPIs and quarterly goals, and act as an executive escalation resource for complex customer situations, collaborating with Customer Success, Service Engineering, and Sales.

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 and influence executives, including delivering presentations and driving alignment.
• Proven track record of executing strategy using data and performance metrics.
• 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 quality 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.
• Partner with Account Executives and Customer Success Managers to strengthen relationships and support retention and growth.
• Identify underperformance trends and guide structured improvement plans.
• Collaborate with cross-functional leaders to improve Premier Services programs.

Skills

Leadership

Data-driven

Executive communication

AI tools usage

SaaS experience

Education

Bachelor's degree in Engineering/Computer Science

Tools

Zoom Workplace

UC platforms

IP telephony/SIP APIs

Job description

Zoom Premier Support Manager leads a team of Technical Account Managers delivering high-touch support for Zoom's most strategic enterprise accounts, with a focus on customer outcomes and growth of the Premier Support portfolio.

You will coach and develop a high-performing team, set KPIs and quarterly goals, and act as an executive escalation resource for complex customer situations, collaborating with Customer Success, Service Engineering, and Sales.