Zoom is seeking a dynamic and strategic leader to serve as the Head of Americas CX Practice for our Professional Services division. This role is critical in driving the global strategy, ensuring the successful deployment and adoption of Zoom's Customer Experience (CX) solutions across diverse markets, and leading a team of professionals worldwide. The ideal candidate will have deep expertise in global professional services, a strong track record of leading Americas teams, and a passion for enabling customers to succeed with Zoom's innovative communication platform.
Key Responsibilities:
- Global Strategy & Leadership:
- Develop and implement an Americas strategy for Zoom's CX Professional Services, ensuring alignment with the company’s vision and growth objectives.
- Lead, mentor, and manage regional practice leads and their teams across multiple continents, fostering a culture of excellence, innovation, and customer-centricity.
- Identify and capitalize on growth opportunities in new and existing Americas markets to expand Zoom’s footprint.
- Operational Excellence:
- Standardize and optimize professional services processes, methodologies, and tools across all regions to ensure consistent, high-quality service delivery.
- Oversee the successful deployment and integration of Zoom’s solutions for enterprise customers worldwide, ensuring projects are completed on time, within scope, and exceed customer expectations.
- Monitor and manage the financial performance of the Americas Professional Services division, including budgeting, forecasting, vendor selection/management, and P&L responsibilities.
- Drive the Zoom standards and regionalism to drive success across the Americas markets.
- Client Engagement & Satisfaction:
- Build and nurture strong relationships with key global clients, serving as the senior escalation point and trusted advisor for strategic initiatives.
- Design and oversee the delivery of tailored professional services solutions that address the unique needs and challenges of clients in different regions.
- Ensure high levels of client satisfaction and retention by continuously improving service offerings and acting on client feedback.
- Drive partnership growth and upskilling.
- Set satisfaction goals and lead with CSAT as a standard of success.
- Target all customers as referenceable.
- Team Development:
- Develop and implement a talent strategy to attract, retain, and develop top-tier professional services talent across diverse geographies.
- Foster a collaborative and inclusive team environment that encourages continuous learning, innovation, and professional growth.
- Provide coaching, mentorship, and career development opportunities to team members to help them achieve their full potential.
- Market Insight & Innovation:
- Stay informed about industry trends, competitive dynamics, and emerging technologies to ensure Zoom’s Professional Services remains at the forefront of the industry.
- Collaborate with internal stakeholders, including Sales, Product, and Engineering, to drive innovation and enhance the value of Zoom’s service offerings.
- Represent Zoom at global industry events, conferences, and forums, building the company’s brand and thought leadership in the professional services space.
What we’re looking for:
- Bachelor’s degree in Business, Engineering, Information Technology, or a related field.
- 10+ years of experience in professional services, with at least 5 years in a senior leadership role overseeing Americas operations.
- Proven experience in driving global growth and operational excellence in the technology or SaaS sector, with a deep understanding of video communication and collaboration solutions.
- Strong knowledge of Americas markets and experience working across different cultures and regions.
- Exceptional leadership, communication, and interpersonal skills, with a track record of managing and motivating high-performing teams.
- Ability to travel as required.
Preferred Skills:
- Experience in CCaaS solution/services.
- Proficiency in project management tools and methodologies.
- Good understanding of culture requirements across the Americas.
- Remote management skills are required.
Salary Range or On Target Earnings:
Minimum: $142,300.00
Maximum: $311,200.00
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.
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.
About Us:
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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.
Our Commitment:
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.
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