Overview

Are you an inspiring leader who thrives on shaping crucial customer relationships and empowering exceptional teams? At Zoom, we don't just facilitate video calls; we craft the essential connections that power the world's leading enterprises. We are searching for a dynamic Premier Support Manager to guide our outstanding Technical Account Managers, ensuring our most strategic global clients consistently receive unparalleled service. If nurturing talent, driving significant business outcomes, and influencing customer success truly excites you, this fully remote, worldwide opportunity could be your next significant career step.

Imagine leading a group of dedicated Technical Account Managers, each committed to delivering exceptional, high touch support for Zoom's most vital enterprise clients. This isn't just about problem solving; it's about deeply influencing customer success and significantly contributing to our Premier Support portfolio's strength. As a Premier Support Manager, you will play a pivotal role in ensuring our strategic customers maximize the value they gain from Zoom Workplace. This fully remote position offers a unique chance to make a global impact, leading from anywhere in the world.

Key Responsibilities

Lead, mentor, and inspire a team of high performing Technical Account Managers, fostering their professional growth and development.
Set clear performance goals and expectations, providing consistent feedback to ensure team success.
Serve as an executive escalation point for intricate customer issues, navigating complex situations with expertise and diplomacy.
Collaborate seamlessly with cross functional teams including Customer Success, Service Engineering, and Sales to orchestrate comprehensive customer solutions.
Directly influence positive customer outcomes and contribute to the ongoing strength and evolution of Zoom's Premier Support offerings.

Requirements

Proven leadership experience managing a technical support or account management team, ideally within an enterprise SaaS environment.
Demonstrated ability to coach, develop, and motivate a team towards achieving and exceeding performance targets.
Strong executive presence and excellent communication skills, capable of handling high stakes customer escalations.
A data driven approach to accountability, coupled with a genuine passion for people development and talent growth.
Exceptional problem solving abilities and a collaborative spirit, working effectively across different departments.
Ability to occasionally travel to Zoom offices and customer sites, as needed.

What You'll Gain

The opportunity to shape the success of Zoom's most strategic enterprise clients and directly impact business growth.
Work within a dynamic, innovative, and supportive global organization.
A chance to further hone your leadership skills, mentoring a talented team and driving significant results.
Be part of a company that values genuine investment in its people and a collaborative culture.
Competitive compensation and benefits package.