Premier Support Manager

Zoom Video Communications
California, San Jose
Workplace: HybridFull timeUSD 97,600 - 225,700 annuallyFunction: Communications, PR & CommunityExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Data-driven decision-making","Executive communication","Strategic alignment"]

Lead a team of Technical Account Managers supporting Zoom’s most strategic enterprise customers. Define performance goals and KPIs, develop and onboard talent, analyze service and team metrics to reduce risk and drive improvements, and act as an executive escalation point for complex customer situations. Partner closely with Customer Success, Service Engineering, and Sales to strengthen relationships, retention, and expansion across the Premier Support 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 supporting Zoom’s most strategic enterprise customers. Define performance goals and KPIs, develop and onboard talent, analyze service and team metrics to reduce risk and drive improvements, and act as an executive escalation point for complex customer situations. Partner closely with Customer Success, Service Engineering, and Sales to strengthen relationships, retention, and expansion across the Premier Support portfolio.
Location: California, San Jose
Workplace: Hybrid
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 outstanding Premier Support experiences.
  • •Recruit, onboard, and grow talent within the TAM organization while maintaining 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 risk factors, growth opportunities, and continuous improvement areas.
  • •Own executive-level escalation for complex customer situations and partner with Customer Success and Service Engineering to drive timely resolution.

Pay and Benefits

Salary: USD 97,600 - 225,700 annually
Equity and Bonus:Equity

Key Requirements

  • •5+ years of experience managing technical teams in a customer-facing organization, with a record of developing high-performing talent.
  • •5+ years of experience in SaaS and/or Unified Communications, with deep familiarity with enterprise collaboration environments.
  • •Demonstrated ability to communicate with and influence executive-level stakeholders, including presenting and driving strategic alignment.
  • •Proven track record executing strategy at operational and organizational scale using data and performance metrics.
  • •Experience leveraging AI tools and solutions for measurable improvements in efficiency and service delivery.
Experience:5+ yearsSaaSUnified Communications
Education:Bachelor's in Engineering, Computer Science, or a related field
Skills:LeadershipCoachingData-driven decision-makingExecutive communicationStrategic alignment
Tech Stack:Zoom WorkplaceCiscoMicrosoftZoom Contact CenterZoom PhoneZoom EventsZoom AppsZoom RoomsZoom WebinarsIP 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