CCaaS Product Marketing Manager, Zoom
Zoom Contact Center
$89.8-209.6k
Work platform for human connection
Job no longer available
Work platform for human connection
1001+ employees
Job no longer available
$89.8-209.6k
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- Bachelor’s Degree preferred / MBA (preferred)
- 5+ years or equivalent professional experience in product marketing for a Contact Center, Customer Experience or SaaS CX company. At least 2 years in a role owning product marketing tasks for a contact center provider is preferred
- Expert knowledge of phone, CRM, and contact center products in this market space
- Excellent leadership skills and are successful in matrixed organizations
- Extremely strong written (storytelling) and verbal communication skills with the ability to deliver simple and actionable analysis
- Proof of strong working relationships across all levels, functions of the organization including Product, Engineering, Customer Success, and Sales
- Team player and have strong interpersonal skills
What the job involves
- Be a key leader along with counterparts from sales and product team leaders in driving Zoom Contact Center strategy with a keen understanding of contact center and ITSM user personas. This role requires someone with background knowledge of contact centers, multichannel marketing engagement, and automation, and phone
- Be an expert of the CCaaS competitive landscape and key differentiators, with the ability to dive deep into analytics and reporting needs for businesses and contact center and CX buyers
- Lead cross-functional go-to-market teams to bring new features and capabilities to market, as part of a unified contact center solution. Build key themes, value props and narratives to support product launches and ongoing product and solution adoption
- Understand and contribute to product and feature pricing SKU and naming to disrupt and differentiate Zoom Contact Center in the market
- Fully understand the market, segmentation and opportunities globally and create segment specific positioning assets particularly for the Enterprise, Mid-Market and/or the SMB segments, and across key verticals. Set the strategic priorities to customer demand, partnerships, and competitive positioning
- Analyze data to identify opportunities including pricing, sales, and channel performance, and the importance of feature usage. Analyze the customer buy-flows to simplify and remove friction from the process and increase adoption
- Be a thought leader and speaker on how our customers use Zoom Contact Center, understanding the key benefits and problems they are trying to solve. Craft messaging and content assets to increase usage for high call volume personas and cultivate referrals based on customer stories
- Lead the marketing team on content direction for campaigns, websites, blogs, webinars, and other demand-gen vehicles
- Roll up your sleeves to make sure the team has updated key messaging documents, videos, presentations, datasheets, white papers, and other assets
- Work closely with the sales enablement team on strategies and content (such as discovery guides, personas, journey mapping, pricing) for both new hires and existing reps
- Work with the broader product marketing team on building pricing, promotions and competitive positioning for the CCaaS market and contribute toward creation of battle cards
- Create thought-leadership direction, key messages and content for tradeshows and other events
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO & Founder)Previously VP Engineering at Cisco and WebEx.
Salary benchmarks
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