Premier Support Manager
About The Position
The Premier Support Manager leads a team of Technical Account Managers supporting Zoom’s most strategic enterprise customers. The role focuses on developing employees, setting performance goals, and maintaining the long-term health of the Premier Support portfolio. The manager serves as an executive escalation point for complex customer situations and partners with Customer Success, Service Engineering, and Sales to drive customer outcomes. The Premier Support team provides high-touch technical account management to help strategic enterprise customers realize the value of Zoom Workplace. The team combines technical expertise and relationship management, working with Sales, Customer Success, and Engineering to resolve complex challenges and produce proactive outcomes that support retention, expansion, and customer satisfaction. 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.
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 measurably improve 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 technologies such as Zoom Workplace, Cisco, Microsoft, or equivalent platforms.
- Knowledge of IP telephony, SIP, or API/SDK integration.
Responsibilities
- Lead, coach, and develop Technical Account Managers to deliver strong Premier Support experiences.
- Recruit, onboard, and grow talent within the TAM organization while upholding business processes and quality standards.
- Define and drive team KPIs, quarterly goals, and strategic initiatives aligned with the Premier Services program.
- Analyze team performance data and process metrics to identify risks, growth opportunities, and areas for improvement.
- Own executive-level escalations for complex customer situations, partnering 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.
- 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
- Benefits and options to support physical, mental, emotional, and financial health.
- Work-life balance support.
- Opportunities to contribute to the community.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
