CX Partner Implementation Success Manager

Zoom is hiring a CX Partner Implementation Success Manager in Concord, Merrimack County, US. Lead a team of technical advisors to drive partner‑led implementations, customer adoption, and retention across Zoom’s Contact Center solutions.

Key Responsibilities

• Lead, mentor and develop a team of ZCX Partner Technical Advisors.
• Define and execute regional strategy for partner‑driven implementations, ensuring high‑quality delivery and customer satisfaction.
• Collaborate with partners, sales, and product teams to design implementation roadmaps and adoption plans.
• Monitor key performance indicators such as adoption rates, time‑to‑value, and renewal metrics.
• Provide expert guidance on Contact Center, Virtual Agent, and Workforce Engagement Management best practices.
• Manage escalations and act as the senior point of contact for complex technical issues.

Required Qualifications

• 5+ years of experience in contact‑center technologies, virtual agents, or workforce engagement management.
• Proven people‑management experience, preferably leading technical or advisory teams.
• Strong understanding of partner ecosystems and implementation methodologies.
• Excellent communication, presentation, and stakeholder‑management skills.
• Ability to travel within the region as needed.

Preferred Experience

• Background in SaaS or cloud‑based CX platforms.
• Certifications in Zoom Phone, Zoom Contact Center, or related technologies.
• Experience with data‑driven adoption and retention programs.

Compensation

Annual salary: $308,159.38

Frequently Asked Questions

What does a CX Partner Implementation Success Manager do at Zoom?

They lead a team of technical advisors, design partner‑led implementation strategies, and ensure customers adopt and retain Zoom’s contact‑center solutions.

What experience is required for this role?

At least 5 years in contact‑center, virtual agent or workforce engagement technologies, plus proven leadership of technical or advisory teams.

Is travel required for this position?

Yes, the role involves regional travel to support partners and customers as needed.