Value Realization Advisor - AI

Zoom

1d•Remote

About The Position

Zoom aims to be a true value partner for our customers. That means helping enterprise leaders connect CX strategy, operating models, and technology investments to real business outcomes while understanding how AI can impact all facets of the CX stack. This role exists to do exactly that with Zoom's CX team. As a Value Advisor - AI, you’ll sit at the intersection of sales, product, and customer experience strategy. You will influence decisions, shape narratives, and help customers (and internal teams) see what’s possible when CX is designed intentionally. You'll provide deep experience advising customers on AI -enabled transformation in the CX space and provide strategy, financial acumen and executive level communication. This is a practical, hands‑on role. If you like thinking strategically and rolling up your sleeves to build decks, design workshops, and pressure‑test ideas with executives, you’ll feel at home here. Be a trusted advisor Partner with Value Realization, Sales, Product, and Leadership to bring a clear, holistic point of view on CX and Zoom’s role as a value partner in an AI era. Help teams frame customer conversations around outcomes (efficiency, growth, experience), not features and bring a perspective on how AI will elevate service in the future Analyze what really matters Break down customer strategies, revenue models, competitive pressures, and operating models to identify where CX can move the needle and then understand how AI will overlay on top to enable CX transformation. Understand how customers actually create value across their business, and identify where CX, service, or sales changes can unlock outsized impact. Shape and support pre‑sales engagements Support pre‑sales efforts by deploying lightweight but credible value activities such as: Experience and service design Voice of Customer and Employee diagnostics Opportunity and value framing Business Case development Translate AI enabled capabilities into clear adoption strategies, value metrics, and success criteria Build effective AI value realization frameworks Translate insights into clear, executive‑ready narratives that support deal momentum. Turn strategy into action Help inform Zoom's strategic vision and work along multiple teams to act as a feedback loop between customer, partner, product, marketing and beyond. Create and use value frameworks to help customers convert strategic goals into concrete roadmaps and investment priorities. Manage a repository of assets and accelerators to deploy across customers with scale. Build vertical level narratives on AI in CX and help scale the solution to drive impact for our customers. Align business and technology stakeholders inside large, matrixed enterprise customers. Lead the room when it matters Facilitate executive workshops and strategic planning sessions that create clarity, alignment, and forward motion. Build and present points of view on the next generation of CX, including AI‑enabled service, sales, and experience orchestration. What success looks like Sales teams bring you into complex opportunities early, and keep bringing you back. Executives leave sessions with a clearer understanding of why CX matters, what to do next, and how AI can transform their CX state Your work helps turn abstract CX ambition into practical, fundable initiatives. Ensure the tools, frameworks, and assets used by the Value Realization team are current, usable, and ready for real customer work. Experience & background 6–9 years+ of experience in a leading SaaS CX organization, management consultancy, or complex operations environment. Proven exposure to customer service operations across service, sales, and marketing journeys. Deep experience in driving AI-enabled digital transformation in the CX space Deep experience in AI, automation, analytics, and ultimately driving that into a boardrom - ready narrative with defensible financial models Industry knowledge in one or more of the following sectors is preferred: Financial Services, Consumer Retail and Travel & Hospitality. CX and technology fluency Working knowledge of service design, including how front and backstage intersect. Strong working knowledge of CX technologies such as contact center platforms, CRM, CDP, ticketing, and related data flows. Comfortable discussing how technology enables (or limits) operating model change. Clear thinking and strong communication Excellent content creation skills especially slideware, visuals, and concise executive writing. Able to simplify complex ideas without dumbing them down. Modern ways of working Uses AI and automation tools to scale research, analysis, and content creation. Thrives in a highly matrixed environment and can influence without formal authority. Practical realities Willing and able to travel as needed to support customers and internal teams. This isn’t a generic strategy role or a pure sales overlay. You’ll help define how Zoom shows up as a CX value advisor and make AI "real", both internally and with customers. You’ll build repeatable ways of working, shape points of view, and help grow a team that raises the bar on how CX value is articulated and delivered.

Requirements

6–9 years+ of experience in a leading SaaS CX organization, management consultancy, or complex operations environment.
Proven exposure to customer service operations across service, sales, and marketing journeys.
Deep experience in driving AI-enabled digital transformation in the CX space
Deep experience in AI, automation, analytics, and ultimately driving that into a boardrom - ready narrative with defensible financial models
Working knowledge of service design, including how front and backstage intersect.
Strong working knowledge of CX technologies such as contact center platforms, CRM, CDP, ticketing, and related data flows.
Comfortable discussing how technology enables (or limits) operating model change.
Excellent content creation skills especially slideware, visuals, and concise executive writing.
Able to simplify complex ideas without dumbing them down.
Uses AI and automation tools to scale research, analysis, and content creation.
Thrives in a highly matrixed environment and can influence without formal authority.
Willing and able to travel as needed to support customers and internal teams.

Nice To Haves

Industry knowledge in one or more of the following sectors is preferred: Financial Services, Consumer Retail and Travel & Hospitality.

Responsibilities

Partner with Value Realization, Sales, Product, and Leadership to bring a clear, holistic point of view on CX and Zoom’s role as a value partner in an AI era.
Help teams frame customer conversations around outcomes (efficiency, growth, experience), not features and bring a perspective on how AI will elevate service in the future
Break down customer strategies, revenue models, competitive pressures, and operating models to identify where CX can move the needle and then understand how AI will overlay on top to enable CX transformation.
Understand how customers actually create value across their business, and identify where CX, service, or sales changes can unlock outsized impact.
Support pre‑sales efforts by deploying lightweight but credible value activities such as: Experience and service design Voice of Customer and Employee diagnostics Opportunity and value framing Business Case development Translate AI enabled capabilities into clear adoption strategies, value metrics, and success criteria Build effective AI value realization frameworks Translate insights into clear, executive‑ready narratives that support deal momentum.
Help inform Zoom's strategic vision and work along multiple teams to act as a feedback loop between customer, partner, product, marketing and beyond.
Create and use value frameworks to help customers convert strategic goals into concrete roadmaps and investment priorities.
Manage a repository of assets and accelerators to deploy across customers with scale.
Build vertical level narratives on AI in CX and help scale the solution to drive impact for our customers.
Align business and technology stakeholders inside large, matrixed enterprise customers.
Facilitate executive workshops and strategic planning sessions that create clarity, alignment, and forward motion.
Build and present points of view on the next generation of CX, including AI‑enabled service, sales, and experience orchestration.