Premier Support Manager
Core
Lead a team of Technical Account Managers to deliver high-touch support for Zoom's most strategic enterprise customers, driving retention and expansion.
Role type
Senior Team Lead / Manager, Technical Account Management
Builds
Premier Support portfolio for strategic enterprise accounts
Domain
SaaS, Unified Communications, Enterprise Collaboration
Required skills
Technical team leadership, SaaS industry experience, Unified Communications expertise, Executive stakeholder management, Data-driven decision making, AI tool implementation
Preferred skills
Knowledge of Zoom Workplace, Cisco, Microsoft platforms, IP telephony, SIP, API/SDK integration
Technologies
Zoom Workplace, Cisco, Microsoft, IP telephony, SIP, API/SDK
Responsibilities
Lead, coach, and develop a team of Technical Account Managers; Recruit, onboard, and grow talent within the TAM organization; Define and drive team KPIs and strategic initiatives; Analyze team performance data to identify risks and opportunities; Own executive-level escalations for complex customer situations; Partner with Account Executives and Customer Success Managers to strengthen customer relationships; Identify underperformance and manage structured improvement plans.
Seniority
Senior, hands-on IC with team leadership