Global Program Manager
Zoom
What you can expect
We are looking for an experienced Global Program Manager to join our Premier Support and Technical Account Management (TAM) team. This function will discover, develop and maintain strategic partnerships with select enterprise customers and internal stakeholders in a cross-functional environment. The ideal candidate will be focused on customer success at an executive level and become the point person for all Service and Support related activities, risk mitigation, customer satisfaction, and Zoom’s success. This is a dynamic role that will participate in the complete service and support lifecycle by transitioning from internal readiness activities, to customer specific implementation, onboarding, adoption, and day to day support for the duration of the contract, by working with stakeholders within Zoom and the customers’ organization.
About the Team
The Technical Account Management (TAM) team is integral to enhancing the customer experience at Zoom. We build strategic relationships, drive product adoption, and serve as dedicated technical consultants for our customers. Within the TAM team, the Global Program Manager (GPM) role holds unique influence both for our customers and for Zoom internally. The GPM ensures customer satisfaction and Zoom's success through strategic partnerships that receive Executive visibility. Our team achieves overall success by consistently implementing strategies with unwavering commitment to excellence.
Responsibilities
Being a single high level point of contact that proactively drives and defines project scope, coordination and objectives involving both customer and internal resources.
Developing and managing detailed project deliverables, negotiate timelines, scope, and included phases with stakeholders and prioritize business expectations.
Providing Executive level updates on a consistent basis to key stakeholders in both Zoom and the customer environment regarding strategy, adjustments and associated progress.
Utilizing industry best practices, techniques, and standards throughout project management and execution.
Monitoring customer health and related project progress and take appropriate action as required to ensure delivery success.
Measuring ongoing project performance to identify areas for continuous improvement.
Partitioning large and complex projects into reasonable phases with solvable tasks and clear timelines.
Partnering with the Global Executive team, Technical Account Managers, Customer Success Management, Service Engineering, Professional Services, Technical Solution Architect, Global Architects, Sales Operations, Order Management and Hardware Partnership teams to maintain consistency in customer support and engagement in activity.
Providing customer feedback to all relevant areas within Zoom regarding common problems.
Working collaboratively to provide improvements to the Zoom product and operational processes.
Developing and deploying metrics to effectively measure success for key initiatives.
Having familiarity with change management systems and processes.
What we’re looking for
10+ years of project management and related experience.
Have a Bachelor’s Degree in Engineering/Computer Science/Technology.
Have experience working with large enterprise level accounts and global partners.
Project and service certified, PMP, Prince2, ITIL and/or equivalent working experience required.
Have documented API/SDK understanding and experience.
Possess proven ability and aptitude to understand complex technical issues with customers.
Have the ability to review both the technical and business aspects of projects.
Possess executive presence, with the ability to lead conversations, present clear content, own actions, and mitigate risks.
Have excellent communication along with programmatic and project management skills.
Have an understanding of UCaaS, Video conferencing and Unified communication solutions such as Cisco/Tandberg, Polycom/HP, Lifesize, Microsoft Teams.
Salary Range or On Target Earnings:
Minimum:
$97,600.00Maximum:
$225,700.00In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
Ways of Working
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 the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
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.
Our Commitment
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. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.