Senior Premier Support Manager - Enterprise TAM Lead

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

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.