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
Deliverable
production ML models | product features | dashboards & analysis | client delivery
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