AI Value Realization Consultant

At Zoom, we strive to be a true value partner for our customers. We help enterprise leaders connect customer experience (CX) strategy, operating models, and technology investments to deliver genuine business outcomes, while also exploring how AI can enhance every aspect of the CX stack. This role is integral to realizing that vision within Zoom's CX team. As an AI Value Realization Consultant, you will work at the nexus of sales, product development, and customer experience strategy. You will influence key decisions, craft compelling narratives, and help both customers and internal teams visualize the potential of intentionally designed CX. Your expertise will guide customers through AI-enabled transformations in the CX arena, underpinned by strategic insights, financial acumen, and executive-level communication skills. This is a hands-on position ideal for someone who enjoys both strategic thinking and practical execution. If you excel at creating impactful presentations, designing interactive workshops, and critically evaluating ideas with executives, you will thrive in this role. Be a Trusted Advisor Collaborate with Value Realization, Sales, Product, and Leadership teams to present a cohesive vision on CX and Zoom's role as a value partner in the era of AI. Guide teams in framing customer discussions around business outcomes such as efficiency, growth, and customer experience, rather than merely features, while articulating how AI will enhance future service. Analyze What Really Matters Dive deep into customer strategies, revenue models, competitive landscapes, and operating frameworks to pinpoint where CX can drive significant value, while assessing the role of AI in facilitating that transformation. Gain insights into how customers generate value throughout their operations, identifying opportunities where CX, service, or sales enhancements can create a substantial impact. Shape and Support Pre-Sales Engagements Contribute to pre-sales initiatives through credible and streamlined value activities, which may include: Experience and service design Diagnostics from Customer and Employee feedback Opportunity and value framing sessions Development of Business Cases Creating clear adoption strategies, value metrics, and success criteria related to AI capabilities Formulating effective frameworks for AI value realization Translating insights into straightforward, executive-ready narratives that maintain sales momentum. Turn Strategy into Action Contribute to Zoom's strategic vision by facilitating a feedback loop among customers, partners, product teams, marketing, and beyond. Design value frameworks that enable customers to transform strategic aspirations into definitive roadmaps and investment priorities. Maintain a repository of valuable assets and tools to ensure scalable deployment across customer interactions. Craft industry-specific narratives regarding AI in CX to help broaden the impact of our solutions for customers. Bridge the gap between business and technology stakeholders within large, complex enterprise environments. Lead When It Matters Facilitate executive workshops and strategic planning sessions that foster clarity, alignment, and progress. Develop and present forward-thinking perspectives on the future of CX, including the orchestration of AI-enabled service, sales, and experiences. What Success Looks Like Sales teams actively involve you in complex opportunities from the outset and continue to seek your expertise. Executives leave your sessions with clarity regarding the importance of CX, actionable steps to take next, and an understanding of how AI can revolutionize their CX strategies. Your contributions translate abstract CX goals into practical, fundable initiatives. Ensure that tools, frameworks, and assets utilized by the Value Realization team are up to date, functional, and positioned for real-world application with customers. Experience & Background 6-9 years of experience in a prominent SaaS CX organization, management consulting, or complex operational environments. Demonstrated experience in customer service operations throughout service, sales, and marketing journeys. Proven track record driving AI-enabled digital transformations in the CX sector. Expertise in AI, automation, analytics, with the ability to craft narratives ready for executive discussion with robust financial models. Preferred industry knowledge in sectors such as Financial Services, Consumer Retail, and Travel & Hospitality. CX and Technology Fluency Familiar with service design and the intersection of front and backstage operations. Strong understanding of CX technologies, including contact center platforms, CRMs, CDs, and ticketing systems, along with their data flows. Comfortable discussing how technology can enable or hinder changes in operating models. Clear Thinking and Strong Communication Exceptional skills in content creation, especially for presentations, visuals, and concise executive correspondence. Able to convey complex ideas in a straightforward manner without oversimplifying. Modern Ways of Working Utilize AI and automation tools to enhance research, analysis, and content creation efficiency. Ability to thrive within a highly matrixed environment and influence without formal authority. Practical Realities Open to travel as needed to support both customers and internal teams. This role goes beyond a standard strategic position or a sales add-on. You will actively shape how Zoom presents itself as a CX value advisor and operationalize AI's potential, both inside the company and with clients. You will establish effective processes, build compelling viewpoints, and play a key role in developing a team dedicated to enhancing how CX value is articulated and delivered. Salary Range: Minimum: $97,600.00 Maximum: $225,700.00 In addition to the base salary, Zoom offers a Total Direct Compensation model that includes base salary, bonuses, and equity options. Note: Salary will vary based on a range of factors, including qualifications and experience. Our commitment to a diverse and inclusive workplace is unwavering; we are an equal opportunity employer. If you require accommodation during the hiring process, please inform us—we are here to support you throughout. #LI-Remote We value the unique contributions of all team members as the key to our success. At Zoom, we uphold principles of non-discrimination based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All applicant information will remain confidential in accordance with EEO guidelines.

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