Premier Support Manager
About The Position
As a Premier Support Manager, you will lead a team of Technical Account Managers delivering high-touch support for Zoom's most strategic enterprise accounts, with direct influence over customer outcomes and the ongoing strength of our Premier Support portfolio. Day to day, you will coach and develop your team, set performance goals, and act as an executive escalation resource for complex customer situations, working in close partnership with Customer Success, Service Engineering, and Sales. This role suits a leader who combines data-driven accountability with genuine investment in people, someone who finds meaning in growing talent alongside delivering results. You will report to senior leadership within Zoom's Global Premier Support organization, and the role may require occasional travel to Zoom offices and customer sites.
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 stakeholders at the executive level, including delivering compelling presentations and driving strategic alignment.
- Proven track record of executing strategy at an 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 team, 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.
- Serve as an executive-level escalation point 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 Service portfolio.
- Identify underperformance trends and lead structured improvement plans with appropriate senior support.
- Collaborate with cross-functional leaders to deliver data-driven decisions that enhance team processes and strengthen the Premier Services program.
Benefits
- Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
- location based compensation structure
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What This Job Offers
Job Type
Full-time
Career Level
Manager
