Premier Support Manager

Zoom • San Jose, CA

17h • Hybrid

About The Position

Lead a team of Technical Account Managers supporting Zoom’s most strategic enterprise relationships. The role focuses on developing the team, setting performance goals, and serving as an executive escalation point for complex customer situations, in partnership with Customer Success, Service Engineering, and Sales. The manager is expected to use data to guide decisions, foster accountability, develop people, and deliver strong customer and portfolio outcomes.

The Premier Support team provides high-touch technical account management to strategic enterprise customers, helping them realize the value of Zoom Workplace. It works across technical expertise and relationship management, partnering with Sales, Customer Success, and Engineering to resolve complex challenges and drive proactive outcomes. The team supports retention, expansion, and satisfaction across the Premier portfolio.

This is a hybrid role requiring on-site presence two days per week at Zoom’s San Jose, California office. Remote arrangements are not available. The position reports to senior leadership within the Global Premier Support organization.

Requirements

• At least 5 years of experience managing technical teams in a customer-facing organization, with a track record of developing high-performing talent.
• At least 5 years of experience in the SaaS industry and/or Unified Communications space, with familiarity with enterprise collaboration environments.
• Ability to communicate with and influence executive-level stakeholders, deliver compelling presentations, and drive strategic alignment.
• Track record of executing strategy at operational and organizational scale and using data and performance metrics to inform decisions.
• Experience using AI tools and solutions to deliver measurable improvements in team efficiency and service delivery.
• Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

Nice To Haves

• Familiarity with Unified Communications platforms such as Zoom Workplace, Cisco, Microsoft, or equivalent.
• Knowledge of IP telephony, SIP, or API/SDK integration.

Responsibilities

• Lead, coach, and develop Technical Account Managers to build the skills and competencies needed to deliver strong Premier Support experiences.
• Recruit, onboard, and grow talent within the TAM organization while ensuring business processes and quality standards are upheld.
• Define and drive team KPIs, quarterly goals, and strategic initiatives aligned with the broader Premier Services program.
• Analyze team performance data and process metrics to identify risks, growth opportunities, and areas for continuous improvement.
• Own executive-level escalations for complex customer situations and partner with Customer Success Managers, Escalations, and Service Engineering to resolve them promptly.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support retention and growth across the Premier portfolio.
• Identify team underperformance and manage structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to make data-driven decisions that strengthen team processes and the Premier Services program.

Benefits

• Zoom offers a benefits program with perks, benefits, and options intended to support employees’ physical, mental, emotional, and financial health, work-life balance, and community involvement.
• Total Direct Compensation may include base salary, bonus, and equity value.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager