Product Adoption Expert
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 acts 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, and more.
Responsibilities
- Deployable Customer-Facing Engagements Serve as the adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms)
- Join customer calls and workshops to map use cases and accelerate product-specific adoption
- Partner with Customer Success Managers during launch, workflow integration, and renewals
- Deliver impactful customer-facing sessions including office hours, deep dives, and workflow clinics
- Scalable & Programmatic Impact Implementation Delivery: Collaborate with customer IT teams and administrators to help configure, test, and launch core Zoom products (Meetings, Team Chat, Scheduler, Mail & Calendar, AIC, Rooms, Digital Signage, Visitor Management, Workspace Reservations, Clips, Notes, Docs & Whiteboard)
- Collaborate with Product, Product Marketing, and Enablement teams to create scalable adoption resources: Micro-learnings, playbooks, webinars, workflow catalogs
- Execute one-to-many initiatives including office hours, community forums, and customer champion sessions
- Ensure new product launches include adoption-ready materials for immediate CSM and customer use
- Provide strategic feedback to Product teams based on adoption patterns and implementation blockers
- Increase percentage of customers actively using key features and workflows
- Accelerate adoption timelines for new product rollouts
- Maximize engagement through webinars, micro-learnings, and educational content
- Contribute to renewals and expansion opportunities tied to product adoption
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
