Job Details

What You Can Expect

We are looking for a dedicated Expert in Product Adoption who will be pivotal in enhancing product usage and unlocking business value from Zoom's innovative product suite. In this role, you will act as the key link among Product, Marketing, and Customer Success teams, ensuring effective onboarding, streamlined workflows, and impactful use cases that resonate with our diverse customer base.

About the Team

You will work closely with Customer Success Managers, Onboarding Managers, and Product teams to boost adoption across Zoom's cutting-edge solutions, including Zoom Phone, Contact Center, and AI Companion.

Key Responsibilities

• Product Expertise: Become the go-to expert for specific Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms).

• Strategic Customer Engagement: Participate in customer calls and workshops to identify use cases and expedite product-specific adoption.

• Collaborative Teamwork: Collaborate with Customer Success Managers and Onboarding Managers during crucial stages such as product launches, integration of workflows, and renewals.

• Customer Education: Conduct engaging customer sessions, including office hours, deep-dive workshops, and workflow clinics.

Scalable Impact

• Resource Development: Work in partnership with Product, Product Marketing, General Managers, and Enablement teams to develop scalable adoption resources, such as:

• Micro-learnings and step-by-step guides
• In-depth playbooks and success plans
• Educational webinars and outreach campaigns
• Catalogs of workflows and use cases

• Program Management: Implement multi-customer initiatives, including regular office hours, community forums, and champion sessions.

• Launch Support: Ensure all new product launches are accompanied by readily available adoption resources for immediate use by Customer Success Managers and customers.

• Product Feedback: Relay strategic insights to Product teams based on patterns of adoption, customer use cases, and implementation challenges.

Success Metrics

• Adoption Growth: Increase the percentage of customers utilizing key features and workflows actively.

• Time-to-Adoption: Shorten the timeline for adopting new product rollouts.

• Resource Engagement: Maximize customer participation through webinars, micro-learnings, and educational content.

• CSM Enablement: Track the internal adoption of assets and the decrease in repetitive support inquiries.

• Revenue Contributions: Support customer renewals and expansion opportunities tied to enhanced product adoption.

Products Supported

• AI and CAIC
• Events and Webinars
• Zoom Phone
• Revenue Accelerator
• Contact Center
• Zoom Chat & Productivity Suite (Clips, Whiteboard, Scheduler, Docs, Notetaker, Mail & Calendar)
• Zoom Workplace & Microsoft Better Together
• Zoom Ecosystem: APIs, RTMs, Webhooks, Integrations

Salary Information:

The salary range for this position is as follows:

• Minimum: $76,800.00
• Maximum: $186,200.00

In addition to the salary, Zoom offers a Total Direct Compensation philosophy that considers base salary, bonus, and equity value, with variations based on qualifications and experience.

Work Environment:

We adapt a flexible hybrid work model that balances remote and office work.

Benefits:

At Zoom, we pride ourselves on our award-winning workplace culture, providing a variety of benefits designed to support our employees' physical, mental, emotional, and financial well-being. For more details regarding our comprehensive benefits program, please explore our career page.

About Us:

At Zoom, our mission is to foster connection and collaboration, enabling people to achieve more together. We offer exceptional communication solutions, including Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We thrive on problem-solving at a rapid pace, focusing on designing solutions that prioritize our customers' needs. Come grow with us as you enhance your skills and advance your career in a nurturing, collaborative environment.

Our Commitment:

We believe that great work happens when our team members feel empowered and supported. We uphold a commitment to fair hiring practices that evaluate every candidate based on their skills, experience, and potential. If you require accommodations during the hiring process, please inform us—we are here to assist you at every stage.

We embrace diverse backgrounds, experiences, abilities, and perspectives, including qualified applicants with arrest and conviction records, and those requiring reasonable accommodations as per the law.

Think of this opportunity as a journey, not just a step! We aim to build a talented team at Zoom, and we invite individuals passionate about contributing to join us for the long haul. Take your time with your application to ensure it aligns with your career aspirations. We continuously review applications, so submit yours when you feel ready to take the next step.

#LI-Remote

We are committed to upholding a workplace environment free from discrimination on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom proudly maintains an equal opportunity workplace and is an affirmative action employer. Your information will remain confidential in accordance with EEO guidelines.