Premier Support Manager

Overview

In this role you lead and grow a technical account management team focused on Zoom’s most strategic enterprise relationships. You will align with Customer Success, Service Engineering, and Sales to deliver outcomes that sustain and expand the Premier Support portfolio. You’ll use data to drive performance, manage executive escalations, and shape a high-impact support program. The position blends leadership, process optimization, and cross-functional collaboration to enhance customer value and retention. This is a hybrid London-based opportunity with a strong emphasis on developing people and delivering measurable results.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers
• Recruit, onboard, and grow TAMs while upholding quality standards
• Define and drive team KPIs, quarterly goals, and strategic initiatives
• Analyze team performance data to identify risks and opportunities
• Serve as executive escalation point for complex customer situations
• Partner with Account Executives and CSMs to strengthen relationships and retention
• Identify underperformance and implement structured improvement plans
• Collaborate with cross-functional leaders to drive data-driven decisions

Key requirements

• 5+ years of experience managing technical teams in customer-facing roles
• 5+ years in SaaS and/or Unified Communications with enterprise exposure
• Strong ability to communicate with and influence executives; capable of strategic alignment presentations
• Proven track record of operating at scale using data and metrics
• Experience leveraging AI tools to improve team efficiency and service delivery
• Familiarity with Unified Communications tech (Zoom Workplace, Cisco, Microsoft) or equivalent; IP telephony, SIP, API/SDK knowledge a plus
• Bachelor’s degree in Engineering, Computer Science, or related field, or equivalent experience

• data-driven decision making
• strong communication and executive influence
• leadership and people development
• Zoom Workplace
• Cisco
• Microsoft (UC tools)

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