CX Partner Implementation Success Manager

Role Overview ZCX + Recruit, coach, and develop a team of global Technical Partner Advisors, fostering a culture of ownership, technical excellence, and customer-centricity. + Set clear goals and performance expectations aligned with retention, adoption, and partner satisfaction KPIs. Conduct regular 1:1s, calibrations, and career development conversations. + Identify skill gaps across the team and drive targeted enablement - ensuring every advisor can operate confidently across the full Zoom CX product set. + Define and own the regional strategy for partner-led customer success and retention, balancing day-to-day operational support with long-term ecosystem growth. + Establish and enforce technical standards, best practices, and playbooks that create a consistent, high-quality experience across all partner-led engagements. + Design scalable adoption frameworks - including onboarding plans, capability assessments, and adoption pathways - and ensure partners are equipped to execute them independently. + Maintain visibility across the team's full customer portfolio. Prioritize where the team spends its time based on churn risk, expansion potential, and strategic importance. + Build and refine early-warning systems for deployment health and customer engagement signals, ensuring risks are surfaced and addressed before they become churn events. + Escalate and coordinate remediation for high-severity customer risks, partnering with senior stakeholders and partners to drive resolution. + Partner with ZCX Partner SEs and enablement teams to shape and deliver partner enablement motions that reduce day-2 operational issues and drive self-sufficiency. + Ensure the team stays current with Zoom's rapid feature development and can translate new capabilities into partner-facing guidance and customer value. + Oversee install base data accuracy, service contract renewal management, and expansion opportunity identification across the team's portfolio. + Represent the team's field perspective in cross-functional forums with Product, Engineering, Partner, and Solution Engineering leadership. + Aggregate and prioritize partner and customer feedback to influence the Zoom CX enablement roadmap, product improvements, and documentation strategy. + Build strong relationships with peer managers and senior leaders to ensure alignment and remove blockers for the team. + What You'll Bring Required Experience + Minimum of 10 years of technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents), with at least 3 years in a people management or team lead role. + At least 7 years of customer-facing experience. + Experience working within or closely alongside a CX Practice at a Systems Integrator partner or equivalent environment. + Proven track record of managing teams that deliver complex CCaaS solutions for enterprise customers. + Previous experience in account management, customer success, or partner collaboration within the technology sector, with demonstrated ability to manage and prioritize a large portfolio across a team. + CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions. + CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, HubSpot, Zendesk) and proficiency in CRM software. + Data analytics and reporting tools to measure contact center performance and customer experience metrics. + Compliance requirements and security best practices for contact center environments ( GDPR , HIPAA , PCI - DSS ). + Proven ability to hire, develop, and retain high-performing technical talent. + Strong coaching and mentorship skills - you can raise the bar for a team while keeping morale and engagement high. + Strategic thinking to balance urgent operational needs with long-term team and partner ecosystem development. + Data-driven decision-making with the ability to synthesize portfolio-level trends and translate them into team priorities. + Excellent communication and stakeholder management skills across technical and executive audiences. + Proactive risk identification at the portfolio level, with sound judgment on when to escalate and when to empower the team. + Customer-centric mindset focused on driving retention, adoption, and satisfaction at scale.

ZCX Salary Range or On Target Earnings:

Minimum:

$97,600.00

Maximum:

$225,700.00 OTE 05/04/26 Ways of WorkingOur 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. BenefitsAs 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 (https://careers.zoom.us/ben To view full details and how to apply, please login or create a Job Seeker account