Enablement Manager, Zoom Customer Experience (ZCX)

About the Role

The role requires a deep understanding of the contact center and virtual agent markets, as well as the ability to build and maintain strong relationships with partners, stakeholders, and team members. As an Enablement Manager at Zoom, you will be expected to stay up-to-date with the latest trends and technologies in the industry, and to leverage this knowledge to drive innovation and excellence in enablement.

The Enablement Manager will be part of Zoom's Global Enablement GTM team, which is responsible for enabling revenue teams to drive business growth through knowledge and skills development. The team collaborates across product, marketing, and sales to deliver impactful enablement, with the ultimate goal of helping sellers succeed and customers thrive.

What You Will Do

• Develop and execute enablement roadmaps for Contact Center and Virtual Agent products in partnership with sales, product marketing, and cross-functional stakeholders
• Lead and be accountable for the development, adoption, and ongoing success of programs, content, and tools that build product knowledge of ZCC, ZVA, and corresponding products
• Work with regional and segment enablement managers to curate the product enablement strategy and deliver sessions in person and virtually
• Define the appropriate mix of enablement content, programs, resources, and assets to build learning journeys that live on the company's learning platform
• Actively track business impact, assess capability gaps, and adjust enablement strategies accordingly
• Apply sales methodologies such as Value Selling and MEDDPICC to enablement design
• Collaborate with cross-functional teams to develop and deliver enablement programs that meet the needs of the business
• Stay up-to-date with industry trends and technologies, and leverage this knowledge to drive innovation and excellence in enablement
• Develop and maintain strong relationships with partners, stakeholders, and team members
• Travel up to 20% of the time for in-person enablement delivery and team collaboration

What We Are Looking For

• 5+ years of experience in Contact Center, Contact Center as a Service, Customer Experience, or related fields
• 3+ years of experience in enablement, product marketing, or similar revenue-facing roles
• Proven ability to build and manage relationships effectively with partners, cross-functional teams, and stakeholders
• Excellent presentation and communication skills, with the ability to lead projects, deliver programs, and drive initiatives forward
• Experience with enablement tools, including learning management systems, content management platforms, and CRM systems
• Knowledge of sales methodologies, including Value Selling and MEDDPICC
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong analytical and problem-solving skills, with the ability to assess business impact and adjust enablement strategies accordingly

Nice to Have

• Experience with Adjust and other sales and marketing tools
• Knowledge of the latest trends and technologies in the contact center and virtual agent markets
• Experience working in a remote or hybrid environment
• Certification in sales or marketing, such as a CRM certification
• Experience with data analysis and reporting, with the ability to track business impact and assess capability gaps

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading company in the digital transformation sector
• Collaborative and dynamic work environment
• Professional development opportunities, including training and certification programs
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Recognition and reward programs for outstanding performance
• Comprehensive health and wellness programs
• Generous paid time off and vacation policy
• Retirement savings plan and equity options

• Tip: Highlight your experience with enablement tools, such as learning management systems and CRM systems, and be prepared to provide examples of how you have used these tools to drive business results.
• When applying, make sure to tailor your resume and cover letter to the specific requirements of the role, and be prepared to discuss your experience and skills in detail during the interview process.
• To stand out, be prepared to provide examples of your ability to build and maintain strong relationships with cross-functional teams and stakeholders, and to drive innovation and excellence in enablement.
• Be prepared to discuss your knowledge of sales methodologies, such as Value Selling and MEDDPICC, and how you have applied these methodologies in previous roles.
• Tip: Research the company culture and values, and be prepared to discuss how your skills and experience align with these values.
• When negotiating salary, be prepared to discuss your expectations and requirements, and be open to negotiation and creative solutions.
• Red flag: Be cautious of companies that do not provide clear information about the role, expectations, or compensation package.