CX Partner Implementation Success Manager

Zoom is hiring a CX Partner Implementation Success Manager in Jackson, Hinds County, US, offering a fixed annual salary of $191,038.39. Lead a team of Technical Partner Advisors to drive successful partner‑led implementations, customer adoption, and long‑term retention across Zoom’s Customer Experience portfolio.

Key Responsibilities

• Set strategy and vision for the ZCX Partner Technical Advisory team in the region.
• Recruit, coach, and develop a high‑performing group of technical advisors.
• Oversee partner‑led contact‑center, virtual‑agent, and workforce‑engagement implementations from kickoff to post‑go‑live.
• Ensure customer adoption metrics, satisfaction scores, and retention targets are met or exceeded.
• Collaborate with Zoom product, sales, and professional services teams to align resources and drive seamless delivery.
• Develop and maintain best‑practice playbooks, training curricula, and performance dashboards.
• Represent Zoom in executive‑level partner and customer meetings, presenting roadmap updates and success stories.

Required Qualifications

• 5+ years of experience in contact‑center, virtual‑agent, or workforce‑engagement management solutions.
• Proven people‑management experience, with a track record of building and scaling technical advisory teams.
• Strong understanding of SaaS implementation lifecycles, integration patterns, and change‑management principles.
• Excellent communication and stakeholder‑management skills, comfortable presenting to C‑suite audiences.
• Ability to travel regionally (up to 30% of the time) for partner and customer engagements.
• Bachelor’s degree in Business, Computer Science, or related field; advanced degree a plus.

Preferred Experience

• Hands‑on experience with Zoom Contact Center, Zoom Phone, or similar unified communications platforms.
• Background in partner ecosystems, channel sales, or alliance management.
• Certifications such as PMP, ITIL, or relevant contact‑center vendor credentials.

Frequently Asked Questions

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

The manager leads a team of technical advisors to plan, execute, and optimize partner‑led contact‑center implementations, ensuring customer adoption, satisfaction, and long‑term retention.

What qualifications are required for this role?

At least 5 years in contact‑center or virtual‑agent solutions, proven leadership experience, strong SaaS implementation knowledge, and excellent stakeholder communication skills.

Is travel required for this position?

Yes, the role involves regional travel up to roughly 30% of the time to support partner and customer engagements.