CX Partner Implementation Success Manager

Zoom

1d•Remote

About The Position

We're looking for a Manager, Technical Partner Advisory to lead a team of ZCX Partner Technical Advisors responsible for driving successful partner-led implementations, customer adoption, and long-term retention across Zoom's Customer Experience portfolio. This role combines people leadership with deep Contact Center, Virtual Agent, and Workforce Engagement Management expertise — you'll set the strategy, build the team's capabilities, and ensure your region delivers consistent, high-quality outcomes through Zoom's partner ecosystem. Your mission is to build and develop a high-performing team that equips Zoom's strategic partners to confidently deploy, support, and grow Zoom CX solutions across their customer base — at scale and without heavy Zoom involvement. You'll be accountable for the team's collective impact on retention, adoption, and expansion while serving as the senior technical voice connecting Zoom Product, Engineering, Partner teams, and the service providers delivering Zoom Customer Experience every day.

Requirements

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.
Strong knowledge of: 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.

Responsibilities

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.