Customer Advocacy Program Manager, Zoom Contact Center

Zoom

2d • $97,600 - $225,700 • Remote

About The Position

As the dedicated Customer Advocacy Program Manager for Zoom Contact Center, you will own the end-to-end customer advocacy lifecycle for Zoom's CX product line, turning customer voices into a strategic engine that drives market proof, AI visibility, and competitive differentiation. Working closely with Product Marketing, GTM, and Customer Success teams, you will build and manage a pipeline of customer stories, secure references for analyst evaluations, lead the always-on reviews program across Gartner Peer Insights, TrustRadius, and G2, and steward the CX Council as a vehicle for deepening long-term advocate relationships. This role sits at a meaningful intersection of strategy and execution, requiring someone equally comfortable shaping the advocacy roadmap for a high-growth product line and rolling up their sleeves to source the next customer reference. If you are energized by the full advocacy lifecycle and want to make the customer voice a core pillar of how Zoom Contact Center goes to market, this is the role for you.

Requirements

• 8+ years of B2B high-tech marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3-5 years of direct experience in Customer Advocacy, Customer Marketing, or Content.
• Demonstrated experience managing customer advocacy programs and third-party review platforms including Gartner Peer Insights, G2, and TrustRadius, with the ability to operate reviews as a strategic, always-on content engine.
• Superb customer-facing communication skills, with a demonstrated ability to earn customer trust, request participation with professionalism and care, and steward long-term advocate relationships.
• Excellent organizational skills with the ability to manage multiple concurrent programs, stakeholders, and deadlines across a complex cross-functional environment.
• Comfort with data, metrics, and target-setting, including experience managing toward stretch goals, reporting on program performance, and using data to prioritize advocacy investments.
• Experience collaborating cross-functionally with Sales, Marketing, Product Marketing, Customer Success, and Analyst Relations teams, with a strong understanding of the B2B technology buyer journey and the role customer evidence plays in purchase decisions.
• Knowledge of or experience in the Contact Center, CCaaS, or CX technology market; familiarity with AEO/GEO concepts and how customer evidence contributes to AI-driven search visibility is a plus.

Nice To Haves

• Familiarity with AEO/GEO concepts and how customer evidence contributes to AI-driven search visibility is a plus.

Responsibilities

• Own and execute a pipeline of Zoom Contact Center customer stories in video and written formats for Zoom.com, media, and press opportunities, managing the full lifecycle from customer identification through final publication.
• Identify and place customer speakers for CX-related owned and third-party events and webinars, matching the right advocates to the right moments across the marketing calendar.
• Partner with Analyst Relations, Product Marketing, and GTM to identify and secure strong customer references for key analyst evaluations including Gartner, IDC, and Forrester, aligned to evaluation-specific product, vertical, and geography requirements.
• Lead the always-on Zoom Contact Center reviews program across Gartner Peer Insights, TrustRadius, and G2, treating reviews as a strategic content engine and maximizing AEO/GEO visibility while surfacing opportunities for intent lead generation, comparison reports, and managed services.
• Collaborate with Integrated Marketing, Product Marketing, and Content teams to leverage customer reviews and market reports for demand generation, content enablement, and scaled advocacy impact.
• Lead the CX Council end to end, managing member communications, meeting scheduling, agendas, and content preparation in partnership with the CX Council Executive Sponsor and key product leaders, while cultivating council members into long-term advocates across the full advocacy program.
• Partner with Customer Success and GTM teams to continuously identify, develop, and maintain a pipeline of customer advocates whose stories, references, and participation support core Zoom Contact Center messaging pillars, product capabilities, and target verticals.

Benefits

• Award-winning workplace culture
• Commitment to delivering happiness
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed