Premier Support Manager

What You Can Expect

As Premier Support Manager, you will lead a team of Technical Account Managers at the forefront of Zoom’s 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.

The Premier Support team delivers high-touch technical account management for Zoom’s 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 Zoom’s customer experience strategy, the team plays a meaningful role in retention, expansion, and satisfaction across the Premier portfolio.

• 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.

• 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.
• Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

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…