Zoom Customer Experience

2 weeks ago

المملكة العربية السعودية, Saudi Arabia Zoom Video Communications, Inc. Full time

We are seeking a talented CX/ UCaaS Account Manager with deep experience in onboarding and leading partners specialised in Phone & Contact Center sales. You will have an in-depth knowledge and understanding of the industry and CX market. This role is an individual contributor position that will execute on the identification, recruitment, on-boarding of ‘specialist partners’ that are the market makers within the Phone & Contact Center space.

You will partner with our broader channel sales teams, direct sales, solutions engineering, marketing and enablement to build an industry leading ecosystem that delivers deal registrations and volume MRR for ZOOM Phone (ZP) and ZOOM Contact Center (ZCX). You will collaborate with our account executives aligning them to work with these Zoom Partners and our/their existing and new logo customers driving the value of ZP & ZCX to transform the customer experience they deliver to customers on ZOOM.

This is a visionary partner sales hunter account manager, you may oversee a portfolio of existing partners but your primary goal will be to ensure the entirety of the ecosystem we have can service all verticals and industries for the countries this role is responsible for. Your proven track record in partnering within the focus countries in CX and UCaaS, will play a pivotal role in fostering collaboration between your partner network and our Zoom sales teams. Your influence will be keenly felt as we surge forward, entering markets ranging from SMB, Commercial enterprises and beyond, catalysing your partners to engage their clients using ZP and ZCX solutions. As a strategic thinker, hands-on executor, and skilled tactician, you will hold a central role in shaping our Route to Market (RTM) and Go-To-Market (GTM) across all verticals and industries where your partners operate.

What We're Seeking: Your success will resonate in your knack for identifying, onboarding, empowering, and nurturing the finest partners for ZP and ZCX growth. Partners might encompass Resellers, Global System Integrators (G/SIs), Service Providers, Managed Service Providers and Cloud Service Providers. This role revolves around cultivating key executive relationships, enhancing existing and new partners, and exploring broader go-to-market strategies to unlock fresh revenue streams for our platform.

**Responsibilities**:

- Develop a ZP/ZCX channel partner ecosystem that includes managing focus partners, recruiting new partners and growing indirect sales revenue.
- Build business plans with focus partners and growth partners to drive Zoom adoption in the extending and expanding ZP/ZCX portfolio.
- Execute sales training and provide marketing support.
- Track sales pipeline and bookings against quota and other metrics.
- Work closely with current and new Partners to capture and leverage existing contracts for Zoom’s growing ZP/ZCX platform.
- Ideally a demonstrated ability to think strategically and analytically with the ability to build and convey a strong value story to the market
- Develop a strong understanding of key product differentiators, sales methodologies and processes.
- Deep understanding of the influence of Artificial Intelligence and its impact on CX solutions.
- Work strategically with management to deliver forecasts, identify trending opportunities / challenges, and provide recommended solutions
- Drive Partner Awareness & Expertise specifically on ZP/ZCX

Basic Requirements:

- 10+ years experience in channel roles, preferably within software/SaaS vendors, with a focus on Unified Communications
- 5+ years CX / Cloud (CCaaS) Channel creation experience
- SaaS Business & Sales experience
- Contact Center software industry product knowledge
- Excellent communicator
- Strong presentation skills to create engaging messaging
- Ability and aptitude to work within various mediums to coach & develop partner sellers
- Must understand business telephony & Contact Center (Cloud & Premises PBX)
- Ability to work independently as well as part of a collaborative environment
- Fluency in Arabic highly desirabl**e**

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their commun

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