Customer Experience Sales Specialist

Description:

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 Workforce 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

• Effectively qualify leads and perform needs assessment, engaging technical resources

• Meet or exceed sales objectives for assigned accounts/territory

• Create, deliver, and manage client presentations, proposals and coordinate quarterly business reviews

• Conduct high-level conversations with C-level and VP-level Executives

• Utilize solution-selling and value-selling techniques to effectively guide sales processes to close

• Develop and maintain business within existing accounts, manage large, complex sales situations and sales campaigns

• Upsell and leverage business from new and established customer relationships

• Work strategically with management to deliver forecasts, identify trending opportunities, challenges, and provide recommended solutions

• Keep informed of product line, competition and industry trends

• Leverage key customer relationships for video testimonials and case studies

• Partner with sales Account Executives to upsell current customers and assist in closing potential customers

• Develop a strong understanding of key product differentiators, sales methodologies and processes

• Be an innovator that will help our global company discover new ways to sell our service and drive new business initiatives

• Work closely with internal teams to drive customer feedback and improve product

• Work strategically with management to deliver forecasts, identify trending opportunities/challenges, and provide recommended solutions

• Develop go to market co-sell strategy (internal Zoom, alliance partner & channel partners)

• Drive Partner Awareness & Expertise specifically in our Zoom Phone Contact Center integrations

• Partner with Product/Engineering on Contact Center integrations & roadmap requirements

• Continually enhance product and operational process knowledge to maintain role as a Zoom Contact Center subject matter expert

• Deliver on-site and virtual learning & customer engagements

• Willingness to flex hours to support global partners