Premier Support Manager

What You Can Expect

As Premier Support Manager you will lead a team of Technical Account Managers at the forefront of Zooms most strategic enterprise relationships directly shaping customer outcomes and the long-term success of our Premier Support portfolio. Day to day you will develop your team define performance goals and serve as an executive escalation point for complex customer situations working in close partnership with Customer Success Service Engineering and Sales. This role is a strong fit for someone who leads with data builds accountability with care and brings genuine commitment to developing people alongside delivering results. You will report to senior leadership within the Global Premier Support organisation. This is a hybrid position at our London office.

About the Team

The Premier Support team delivers high-touch technical account management for Zooms most strategic enterprise customers helping them realise the full value of Zoom Workplace. The team works at the intersection of technical expertise and relationship management partnering with Sales Customer Success and Engineering to resolve complex challenges and drive proactive outcomes. As a key pillar of Zooms customer experience strategy the team plays a meaningful role in retention expansion and satisfaction across the Premier portfolio.

Responsibilities

• Lead coach and develop a team of Technical Account Managers building the skills and competencies needed to deliver outstanding Premier Support experiences.
• Recruit onboard and grow talent within the TAM team ensuring all business processes and quality standards are upheld to the highest level.
• 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 proactively identify risk factors growth opportunities and areas for continuous improvement.
• Serve as an executive-level escalation point for complex customer situations partnering with Customer Success Managers Escalations and Service Engineering to drive timely resolution.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support the retention and growth of the Premier Service portfolio.
• Identify team underperformance and manage structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to deliver data-driven decisions that enhance team processes and strengthen the Premier Services program.

What Were Looking For

• 5 years of experience managing technical teams in a customer-facing organisation 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 stakeholders at the executive level including delivering compelling presentations and driving strategic alignment.
• Proven track record of executing strategy at an operational and organisational 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.
• Bachelors degree in Engineering Computer Science or a related field or equivalent professional experience.

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.
Were 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. Were 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 knowwere here to support you at every step.

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