Premier Support Manager
About The Position
The Premier Support Manager leads a team of Technical Account Managers serving Zoom’s most strategic enterprise customers. The role shapes customer outcomes and the long-term health of the Premier Support portfolio through team development, performance management, and executive-level escalation ownership. The manager works closely with Customer Success, Service Engineering, Sales, Account Executives, and other cross-functional leaders to resolve complex customer situations, support retention and growth, and improve team processes and the Premier Services program. The Premier Support team provides high-touch technical account management to help strategic enterprise customers realize the value of Zoom Workplace. This is a hybrid position requiring on-site presence two days per week at the 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 deep 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, using data and performance metrics to inform decisions.
- Experience leveraging 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 technologies such as Zoom Workplace, Cisco, Microsoft, or equivalent platforms.
- Knowledge of IP telephony, SIP, or API/SDK integration.
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 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 risk factors, growth opportunities, and areas for continuous improvement.
- Own executive-level escalations 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 make data-driven decisions that strengthen team processes and the Premier Services program.
Benefits
- A benefits program offering perks, benefits, and options to support employees’ physical, mental, emotional, and financial health, work-life balance, and community involvement.
- Bonus and equity value may be included in total direct compensation, in addition to base salary and/or OTE.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
