Premier Support Manager
About The Position
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. 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.
Requirements
- 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.
Nice To Haves
- knowledge of IP telephony, SIP, or API/SDK integration is a plus.
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.
Benefits
- Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
