Premier Support Manager

Zoom Video Communications
United States
Workplace: RemoteFull timeUSD 97,600 - 225,700Function: Communications, PR & CommunityEducation: bachelorsSkills: ["Leadership","Coaching","Stakeholder management","Data-driven decision-making","Strategic alignment"]

Lead a team of Technical Account Managers delivering high-touch support for Zoom’s most strategic enterprise accounts. Coach and develop TAMs, define KPIs and quarterly goals, analyze performance data, and drive continuous improvement. Serve as an executive escalation point for complex customer situations in partnership with Customer Success, Escalations, Service Engineering, and Sales, supporting retention and growth across the Premier portfolio.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Premier Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead a team of Technical Account Managers delivering high-touch support for Zoom’s most strategic enterprise accounts. Coach and develop TAMs, define KPIs and quarterly goals, analyze performance data, and drive continuous improvement. Serve as an executive escalation point for complex customer situations in partnership with Customer Success, Escalations, Service Engineering, and Sales, supporting retention and growth across the Premier portfolio.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of Technical Account Managers to deliver high-touch Premier Support experiences.
  • •Recruit, onboard, and grow talent within the TAM team while upholding business processes and quality standards.
  • •Define and drive team KPIs, quarterly goals, and strategic initiatives aligned to the Premier Services program.
  • •Analyze team performance data and process metrics to identify risks, growth opportunities, and areas for continuous improvement.
  • •Act as an executive-level escalation point for complex customer situations, partnering with Customer Success, Escalations, Service Engineering, and Account Executives.
Travel: Low travel

Pay and Benefits

Salary: USD 97,600 - 225,700

Key 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, with familiarity with enterprise collaboration environments.
  • •Ability to communicate with and influence executive-level stakeholders, including delivering presentations and driving strategic alignment.
  • •Proven track record executing strategy at an operational and organizational scale using data and performance metrics.
  • •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.
Experience:SaaSUnified CommunicationsEnterprise collaborationCustomer-facing support
Education:Bachelor's in Engineering, Computer Science, or related field
Skills:LeadershipCoachingStakeholder managementData-driven decision-makingStrategic alignment
Tech Stack:Zoom WorkplaceCiscoMicrosoftIP telephonySIPAPI/SDK integrationAI tools

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn