CX Value Realization Advisor

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. This role exists to do exactly that with Zoom's CX team.

As a Value Advisor, 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.

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.
• Help teams frame customer conversations around outcomes (efficiency, growth, experience), not features.

• Break down customer strategies, revenue models, competitive pressures, and operating models to identify where CX can move the needle.
• 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 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.
• 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.

• Sales teams bring you into complex opportunities early, and keep bringing you back.
• Executives leave sessions with a clearer understanding of why CX matters and what to do next.
• 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.

• 5+ 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.
• Industry knowledge in one or more of the following sectors is preferred: Financial Services, Consumer Retail and Travel & Hospitality.

• 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.