Contact Center - Customer Experience Specialist

About This Role

Zoom is looking for Account Executives with specialized experience in Contact Center sales, to sell our Zoom One Platform, partnering with direct sales account executives to prospect new opportunities and increase sales funnel. The Contact Center team supports larger global companies from 1001+ employees within a defined geographic territory.
About The Team
As a member of the Zoom Customer Experience team you will grow awareness, adoption, and deployment of Zoom Contact Center (CCaaS), Zoom Virtual Agent, and Zoom Engagement Management capabilities (WFO/WFM) across current Zoom customers as well as acting as a market evangelist within new Zoom customers and customer prospects. The overarching mission will be to help customers re-imagine their customer and employee experiences, building on the global Zoom infrastructure and introducing how customer and employee journeys are made better when leveraging AI to provide personalized, prescriptive, and proactive experiences.
About The Role

• Partner with sales Account Executives to upsell current customers and assist in closing potential customers
• Create, deliver, and manage client presentations, proposals and coordinate quarterly business reviews
• Continually enhance product and operational process knowledge to maintain role as a Zoom Contact Center subject matter expert
• Work strategically with management to deliver forecasts, identify trending opportunities, challenges, and provide recommended solutions
• Effectively qualify leads and perform needs assessment, engaging technical resources
• Willingness to flex hours to support global partners
• Conduct high-level conversations with C-level and VP-level Executives
• Be an innovator that will help our global company discover new ways to sell our service and drive new business initiatives
• Upsell and leverage business from new and established customer relationships
• Drive Partner Awareness & Expertise specifically in our Zoom Phone Contact Center integrations
• Deliver on-site and virtual learning & customer engagements
• Leverage key customer relationships for video testimonials and case studies
• Develop and maintain business within existing accounts, manage large, complex sales situations and sales campaigns
• Work strategically with management to deliver forecasts, identify trending opportunities/challenges, and provide recommended solutions
• Develop a strong understanding of key product differentiators, sales methodologies and processes
• Partner with Product/Engineering on Contact Center integrations & roadmap requirements
• Utilize solution-selling and value-selling techniques to effectively guide sales processes to close
• Work closely with internal teams to drive customer feedback and improve product
• Keep informed of product line, competition and industry trends
• Develop go to market co-sell strategy (internal Zoom, alliance partner & channel partners)
• Meet or exceed sales objectives for assigned accounts/territory

Basic Skills Requirements

• Utilize Customer Relationship Management (CRM) tool
• Ability to travel as needed
• 8+ years Telephony Contact Center Sales or Sales Support Experience (Cloud & Premises PBX)
• Experience leading others with product/services training; demo and sales guides; learning and training materials
• BA/ BS or equivalent experience

Preferred Skills Requirements

• 10+ years Telephony Contact Center Sales or Sales Support Experience
• Multilingual is a plus
• Salesforce CRM experience, as well as Dynamics, Zoom Info, Discover Org
• 3+ years Cloud Contact Center Experience

Minimum
Salary Range or On Target Earnings:
$160,000.00
Maximum
$338,400.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Information about Zoom’s benefits is on our careers page here.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations.
Work Styles at Zoom
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
Explore Zoom

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• Hear from our leadership team
• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.

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.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected].