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Salary: USD 97,600 - 225,700 / annual
Lead a team of Technical Account Managers at the center of Zoom's most strategic enterprise relationships, directly shaping customer outcomes and the long-term health of the Premier Support portfolio. You will develop your team, define performance goals, and serve as an executive escalation point for complex customer situations, working closely with Customer Success, Service Engineering, and Sales. This role requires leading with data, building accountability with genuine care, and developing people alongside delivering results. You will report to senior leadership within the Global Premier Support organization.
The Premier Support team delivers high-touch technical account management for Zoom's most strategic enterprise customers, helping them realize the full value of Zoom Workplace. The team partners closely with Sales, Customer Success, and Engineering to resolve complex challenges and drive proactive outcomes, playing a meaningful role in retention, expansion, and satisfaction across the Premier portfolio.
Key Responsibilities:
- Lead, coach, and develop a team of Technical Account Managers, building skills and competencies for outstanding Premier Support experiences
- Recruit, onboard, and grow talent within the TAM organization, ensuring business processes and quality standards are upheld
- Define and drive team KPIs, quarterly goals, and strategic initiatives aligned to the broader 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, partnering with Customer Success Managers, Escalations, and Service Engineering
- Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support retention and growth
- Identify underperformance and manage structured improvement plans with appropriate senior support
- Collaborate with cross-functional leaders to deliver data-driven decisions that strengthen team processes and the Premier Services program
This is a hybrid position requiring on-site presence 2 days per week at the San Jose, CA office.
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 space, with deep familiarity with enterprise collaboration environments
- Demonstrated ability to communicate with and influence executive-level stakeholders, including delivering compelling presentations and driving strategic alignment
- Proven track record of executing strategy at operational and organizational scale, using data and performance metrics to inform decisions
- Experience leveraging AI tools and solutions to deliver measurable improvements in team efficiency and service delivery
- 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
- Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent professional experience
