Manager of Technical Partner Advisory

Role Overview

We are excited to announce an opportunity for a Manager of Technical Partner Advisory who will lead a dynamic team of ZCX Partner Technical Advisors. This role will focus on ensuring successful partner-led implementations, fostering customer adoption, and driving long-term retention for Zoom's Customer Experience offerings. With a blend of people leadership and specialized knowledge in Contact Centers, Virtual Agents, and Workforce Engagement Management, you will shape our strategy, enhance team capabilities, and ensure outstanding outcomes across our partner ecosystem.

Your mission is to cultivate a high-performing team that empowers Zoom's strategic partners to deploy, support, and expand Zoom CX solutions confidently and independently. You will play a critical role in influencing key metrics related to retention, adoption, and partner satisfaction while serving as the senior technical advocate interfacing with various internal teams and service providers.

What You'll Do

Team Leadership & Development:

• Recruit, mentor, and nurture a global team of Technical Partner Advisors, promoting a culture of ownership and technical excellence.
• Establish clear performance goals tied to retention, adoption, and partner satisfaction metrics, and conduct regular coaching sessions and career growth discussions.
• Identify and address skill gaps within the team, providing targeted enablement to ensure proficiency across the entire Zoom CX product range.

Strategy & Standards for Partner-Led Customer Success:

• Define and drive a regional strategy focused on partner-led customer success while balancing day-to-day operational needs with long-term growth ambitions.
• Create and uphold technical standards, best practices, and playbooks that ensure a consistently high-quality experience across partner engagements.
• Design and implement scalable adoption frameworks, including onboarding plans and adoption pathways, to enable independent partner execution.

Portfolio Oversight & Risk Management:

• Maintain visibility across the team’s customer portfolio, prioritizing interventions based on churn risk and strategic impact.
• Develop proactive early-warning systems for deployment health and engagement signals, ensuring risks are addressed timely.
• Coordinate resolutions for high-severity risks in collaboration with senior stakeholders and partners.

Partner Enablement & Operational Excellence:

• Collaborate with ZCX Partner Sales Engineers and enablement teams to design partner enablement resources that minimize operational issues and enhance self-sufficiency.
• Keep the team informed about Zoom’s latest feature developments and translate them into actionable partner guidance.
• Ensure accuracy in install base data and manage service contract renewals while identifying expansion opportunities.

Cross-Functional Leadership:

• Represent the team’s insights in cross-functional discussions with Product, Engineering, Partner, and Solutions leadership.
• Aggregate partner and customer feedback to influence the Zoom CX roadmap and product innovations.
• Establish strong relationships with colleagues and leaders to ensure alignment and address team-wide challenges.

What You'll Bring

Required Experience:

• At least 10 years of technical experience in Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents), with a minimum of 3 years in a leadership role.
• A proven record of customer-facing experience over at least 7 years.
• Experience working closely with a CX Practice at a Systems Integrator or similar environment.
• Demonstrated success in managing teams that deliver intricate CCaaS solutions to enterprise clients.
• Previous roles in account management, customer success, or partner engagement within tech, showcasing the capability to handle and prioritize a large portfolio.

Technical Depth:

• In-depth knowledge of CCaaS and/or Virtual Agent technologies, including AI-driven solutions.
• Familiarity with CRM systems like Salesforce, Microsoft Dynamics, ServiceNow, and others.
• Proficiency in data analytics and reporting tools for measuring contact center performance.
• Understanding of compliance and security standards for contact center operations (GDPR, HIPAA, PCI-DSS).

Key Competencies:

• Ability to attract and retain top technical talent.
• Strong coaching skills that enhance team performance while maintaining a positive environment.
• Strategic mindset capable of balancing immediate operational demands with long-term goals.
• Data-driven decision-maker able to leverage portfolio insights to guide team actions.
• Excellent communication skills suitable for engaging both technical and non-technical stakeholders.
• Proactive in identifying and mitigating risks at the portfolio level, exercising sound judgment.
• Customer-focused approach aimed at boosting retention, growth, and satisfaction.

How You Work:

You prioritize team outcomes over individual ones and view the customer portfolio as a sustainable business to nurture. Your passion for developing advisors into trusted experts and your ability to streamline complex partner ecosystems enable you to thrive. You are data-driven and comfortable with making prioritization decisions in a fast-paced environment. Your commitment is to equip partners for success throughout the customer lifecycle, from deployment to renewal, while collaborating closely with Product, Engineering, and Customer Success teams.

Salary Range or On Target Earnings:

Minimum: $97,600.00

Maximum: $225,700.00

Note: Your starting pay will be determined based on various factors including your qualifications and experience.

We also follow a location-based compensation structure, which may result in different salary ranges for other locations.

About Us:

At Zoom, we believe in creating connections that enable productivity and collaboration. Our innovative products, such as Zoom Contact Center and Zoom Phone, are designed to improve communication and drive success. Here, you will find opportunities for professional growth and a supportive work environment.

Our Commitment:

Zoom is dedicated to fair hiring practices, evaluating candidates based on their skills, experience, and potential. If you need accommodation during the hiring process, please inform us, and we will support you.

Zoom is an equal opportunity employer, promoting diversity and inclusion in the workplace.