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About the Role
Lead a team of Technical Account Managers focused on Zoom’s strategic enterprise relationships, shaping customer outcomes and the success of the Premier Support portfolio. This role involves team development, performance goal setting, and serving as an executive escalation point for complex customer issues, in partnership with Customer Success, Service Engineering, and Sales. The role reports to senior leadership within Global Premier Support.
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.
Requirements
- 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.
Skills
- Technical Account Management
- Team Leadership
- Customer Relationship Management
- SaaS Industry Knowledge
- Unified Communications
- Executive Communication
- Data Analysis
- Performance Metrics
- AI Tools
- IP Telephony
- SIP
- API/SDK Integration
Location
- London
Work Type
- Hybrid
Experience Level
- 5+ years managing technical teams
- 5+ years in SaaS/Unified Communications
Education Level
- Bachelor’s degree in Engineering, Computer Science, or related field, or equivalent professional experience
Benefits
- Award-winning workplace culture
- Program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
- Support work-life balance
- Contribute to their community in meaningful ways
About the Company
- 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.
- We’re 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.
Equal Opportunity
- At Zoom, we believe great work happens when people feel supported and empowered.
- We’re 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 know—we’re here to support you at every step.
- If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon.
- Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.