Zoom
Premier Support Manager
$98K–$226K
San Jose (CA) · Manager · Full-time · Posted Oct 30, 2026
- Experience
- 5+ years managing technical teams in a customer-facing organization; 5+ years in SaaS and/or Unified Communications.
- Education
- Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent professional experience.
About the job
Leads and develops Technical Account Managers who provide high-touch support to Zoom’s strategic enterprise customers, while driving performance, resolving escalations, and supporting customer retention and growth.
What you'll do
- Coach, recruit, and develop the TAM team; uphold business processes and quality standards.
- Set team KPIs and goals, analyze performance data, and improve team processes and service delivery.
- Own executive-level customer escalations and partner cross-functionally to strengthen customer relationships and resolve complex issues.
What they ask for
- 5+ years managing technical teams in a customer-facing organization, with a track record of developing high-performing talent.
- 5+ years in the SaaS industry and/or Unified Communications space, with familiarity with enterprise collaboration environments.
- Ability to influence executive stakeholders and execute strategy at operational and organizational scale using data and performance metrics.
- Experience using AI tools and solutions to measurably improve team efficiency and service delivery.
Nice to have
- Familiarity with Unified Communications platforms such as Zoom Workplace, Cisco, or Microsoft; IP telephony, SIP, or API/SDK integration knowledge is a plus.
Pay
$97,600.00 - $225,700.00 (base salary and/or OTE; the posting does not specify which)
Tools
Zoom Workplace, Cisco, Microsoft, IP telephony, SIP, API/SDK
AI focus
Use AI tools and solutions to deliver measurable improvements in team efficiency and service delivery.
Model-written summary · the original posting is authoritative