Product Adoption Expert

Zoom

4d•Remote

About The Position

We are seeking a Product Adoption Expert to drive deep product adoption and maximize business value across Zoom's diverse product portfolio. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across our customer base while being deployable for high-impact customer engagements. This role partners closely with Customer Success Managers, Onboarding Managers, and Product teams to accelerate adoption across Zoom’s innovative solutions, including Zoom Phone, Contact Center, AI Companion.

Responsibilities

Deployable Customer-Facing Engagements
Product Subject Matter Expertise: Serve as the adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms)
Strategic Customer Support: Join customer calls and workshops to map use cases and accelerate product-specific adoption
Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals
Customer Education: Deliver impactful customer-facing sessions including office hours, deep dives, and workflow clinics
Scalable & Programmatic Impact
Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to create scalable adoption resources: Micro-learnings and step-by-step guides Comprehensive playbooks and success plans Educational webinars and customer campaigns Workflow and use case catalogs
Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions
Launch Support: Ensure new product launches include adoption-ready materials for immediate CSM and customer use
Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, and implementation blockers
Success Metrics & KPIs
Product Adoption Growth: Increase percentage of customers actively using key features and workflows
Time-to-Adoption: Accelerate adoption timelines for new product rollouts
Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content
CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests
Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption