Premier Support Manager

Zoom Video Communications
London
Workplace: HybridFull timeFunction: Communications, PR & CommunityEducation: bachelorsSkills: ["Leadership","Coaching","Data-driven decision-making","Stakeholder management","Executive communication"]

Lead and develop a team of Technical Account Managers responsible for Zoom’s most strategic enterprise customers. Drive Premier Support outcomes by setting KPIs, analyzing performance metrics, and identifying risks and improvement opportunities. Serve as an executive escalation point for complex customer situations, partnering across Customer Success, Service Engineering, and Sales to improve retention, expansion, and satisfaction 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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Last checked: 10 hours agoStatus: Live

Job Summary

Lead and develop a team of Technical Account Managers responsible for Zoom’s most strategic enterprise customers. Drive Premier Support outcomes by setting KPIs, analyzing performance metrics, and identifying risks and improvement opportunities. Serve as an executive escalation point for complex customer situations, partnering across Customer Success, Service Engineering, and Sales to improve retention, expansion, and satisfaction across the Premier portfolio.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop Technical Account Managers, including recruiting, onboarding, and growing the TAM team.
  • •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 continuous improvement areas.
  • •Serve as an executive-level escalation point for complex customer situations, partnering with Customer Success and Service Engineering to drive timely resolution.
  • •Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support Premier Service retention and growth.

Key Requirements

  • •5+ years of experience managing technical teams in a customer-facing organisation, with a track record of developing high-performing talent.
  • •5+ years in the SaaS industry and/or Unified Communications, with deep familiarity with enterprise collaboration environments.
  • •Ability to communicate with and influence executive-level stakeholders, including delivering compelling presentations and driving strategic alignment.
  • •Proven experience executing strategy at operational/organisational scale using data and performance metrics.
  • •Bachelor’s degree in Engineering, Computer Science, or related field, or equivalent professional experience.
Experience:SaaSUnified CommunicationsEnterprise collaborationEnterprise customersCustomer-facing
Education:Bachelor's in Engineering, Computer Science, or related field
Skills:LeadershipCoachingData-driven decision-makingStakeholder managementExecutive communication
Tech Stack:Zoom WorkplaceCiscoMicrosoftIP telephonySIPAPI/SDK integrationZoom Contact CenterZoom PhoneZoom EventsZoom AppsZoom RoomsZoom WebinarsUnified Communications

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