Premier Support Manager

What You Can Expect

As a Premier Support Manager at Zoom, you'll lead a team of Technical Account Managers who serve as trusted advisors to our enterprise customers, helping them unlock the full value of Zoom Workplace and our broader product suite. You'll shape how your team engages, from day-to-day customer interactions to executive-level partnerships, bringing clarity and direction to complex escalations and strategic initiatives. This role sits at the intersection of people leadership, customer success, and technical expertise, giving you the opportunity to drive meaningful outcomes for both your team and the customers they support.

If you're energized by developing talent, building relationships that matter, and navigating the pace of a fast-moving SaaS environment, this is a role where your impact will be real and visible. This is a hybrid position that requires on-site presence 3 days per week at our Denver, CO office. Remote arrangements are not available for this role.

About the Team

The Premier Support and Technical Account Management team partners with enterprise clients to deepen relationships and elevate their experience across Zoom's platform. We serve as trusted technical advisors, coordinating cross-functional resources to help customers realize lasting value from their solutions. Our team spans global markets, thrives on collaboration, and takes genuine pride in turning complex challenges into clear, actionable paths forward.

Responsibilities

• Coach, mentor, and develop a team of Technical Account Manager professionals, building customer engagement skills and competencies that elevate Premier Services delivery.
• Lead recruiting, onboarding, and ongoing training for a growing TAM team, ensuring consistent adherence to business processes, policies, and performance standards.
• Drive team performance toward quarterly goals through clear metric reporting, proactive risk identification, and outcomes-oriented accountability.
• Own escalation management and serve as the cross-functional point of contact on behalf of customers, prioritizing high-priority requests with speed and clarity.
• Partner with Customer Success Managers, Escalation Teams, and Service Engineers to drive appropriate prioritization and resolution of active service incidents.
• Collaborate with Account Executives and Customer Success Managers to strengthen customer relationships and support growth and renewal of the Premier Service portfolio, including contributing to customer presentations as needed.
• Analyze team processes and performance data regularly to surface risk factors, identify growth opportunities, and inform data-driven decisions alongside peer leaders.
• Develop and execute strategic team initiatives and KPIs that contribute to the ongoing evolution of the Premier Services program.

What We're Looking For

• Bachelor's degree in Engineering, Computer Science, Technology, or equivalent experience.
• 5+ years of experience managing a technical team within a customer-facing organization.
• 5+ years in the SaaS industry and/or Unified Communications, with demonstrated ability to communicate and influence effectively at the executive level.
• Proven program management skills with the ability to define strategy and execute at both operational and organizational levels.
• Strong analytical capabilities with experience interpreting metrics, identifying trends, and presenting insights to senior leadership.
• Familiarity with AI-driven solutions, IP Telephony (SIP/H.323), API/SDK integrations, or Unified Communication platforms such as Cisco, Microsoft Teams, or Zoom (preferred).
• Outstanding written and verbal communication skills in English, including executive presentation experience, with the ability to work independently in a fast-paced environment and flexibility to travel as needed.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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