Customer Advocacy Program Manager, Zoom Contact Center

Zoom; Denver (CO); Ibrido; USD 98.000 - 226.000; Tempo pieno

Descrizione del lavoro

Zoom seeks a Customer Advocacy Program Manager to own the end-to-end lifecycle of customer stories, references, and reviews for Zoom Contact Center. You will collaborate with Product Marketing, GTM, and Customer Success to build a robust advocacy pipeline and drive AI visibility and market differentiators.

The role blends strategy with hands-on execution, managing relationships with analysts and customers while shaping the advocacy roadmap for a high-growth product line.

Competenze

• 8+ years of B2B high-tech marketing experience.
• 3-5 years of direct experience in Customer Advocacy, Customer Marketing, or Content.
• Experience managing customer advocacy programs and third-party reviews (Gartner Peer Insights, G2, TrustRadius).
• Excellent customer-facing communication and ability to develop long-term advocate relationships.
• Strong organizational skills to manage multiple programs and deadlines.

Mansioni

• Own and execute a pipeline of Zoom Contact Center customer stories in video and written formats for Zoom.com, media, and press.
• Identify and place customer speakers for CX-related events and webinars.
• Secure customer references for analyst evaluations (Gartner, IDC, Forrester) aligned to product/vertical/geography.
• Lead the always-on reviews program across Gartner Peer Insights, TrustRadius, and G2.
• Collaborate with Marketing and Success teams to leverage reviews for demand and content.
• Lead the CX Council end-to-end, coordinating communications, meetings, and content.
• Partner with Customer Success and GTM to maintain a pipeline of advocate stories and references.

Conoscenze

B2B marketing

Customer Advocacy

Analyst Relations

Strumenti

Gartner Peer Insights

G2

TrustRadius

Descrizione del lavoro

What You Can Expect

As the dedicated Customer Advocacy Program Manager for Zoom Contact Center, you will own the end-to-end customer advocacy lifecycle for Zoom's CX product line, turning customer voices into a strategic engine that drives market proof, AI visibility, and competitive differentiation. Working closely with Product Marketing, GTM, and Customer Success teams, you will build and manage a pipeline of customer stories, secure references for analyst evaluations, lead the always-on reviews program across Gartner Peer Insights, TrustRadius, and G2, and steward the CX Council as a vehicle for deepening long‑term advocate relationships. This role sits at a meaningful intersection of strategy and execution, requiring someone equally comfortable shaping the advocacy roadmap for a high‑growth product line and rolling up their sleeves to source the next customer reference. If you are energized by the full advocacy lifecycle and want to make the customer voice a core pillar of how Zoom Contact Center goes to market, this is the role for you.

About the Team

The Customer Advocacy team is part of Zoom's broader Content and Marketing organization, responsible for building the customer evidence that drives awareness, consideration, and pipeline across Zoom's product portfolio. We work at the intersection of customer relationships, product marketing, and go‑to‑market strategy, turning real customer experiences into stories, references, reviews, and council engagements that build trust in the market. Our work directly supports analyst evaluations, demand generation, and Zoom's AI visibility across the modern buyer journey.

Responsibilities

• Own and execute a pipeline of Zoom Contact Center customer stories in video and written formats for Zoom.com, media, and press opportunities, managing the full lifecycle from customer identification through final publication.

• Identify and place customer speakers for CX‑related owned and third‑party events and webinars, matching the right advocates to the right moments across the marketing calendar.

• Partner with Analyst Relations, Product Marketing, and GTM to identify and secure strong customer references for key analyst evaluations including Gartner, IDC, and Forrester, aligned to evaluation‑specific product, vertical, and geography requirements.

• Lead the always‑on Zoom Contact Center reviews program across Gartner Peer Insights, TrustRadius, and G2, treating reviews as a strategic content engine and maximizing AEO/GEO visibility while surfacing opportunities for intent lead generation, comparison reports, and managed services.

• Collaborate with Integrated Marketing, Product Marketing, and Content teams to leverage customer reviews and market reports for demand generation, content enablement, and scaled advocacy impact.

• Lead the CX Council end to end, managing member communications, meeting scheduling, agendas, and content preparation in partnership with the CX Council Executive Sponsor and key product leaders, while cultivating council members into long‑term advocates across the full advocacy program.

• Partner with Customer Success and GTM teams to continuously identify, develop, and maintain a pipeline of customer advocates whose stories, references, and participation support core Zoom Contact Center messaging pillars, product capabilities, and target verticals.

What We're Looking For

• 8+ years of B2B high‑tech marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3‑5 years of direct experience in Customer Advocacy, Customer Marketing, or Content.

• Demonstrated experience managing customer advocacy programs and third‑party review platforms including Gartner Peer Insights, G2, and TrustRadius, with the ability to operate reviews as a strategic, always‑on content engine.

• Superb customer‑facing communication skills, with a demonstrated ability to earn customer trust, request participation with professionalism and care, and steward long‑term advocate relationships.

• Excellent organizational skills with the ability to manage multiple concurrent programs, stakeholders, and deadlines across a complex cross‑functional environment.

• Comfort with data, metrics, and target‑setting, including experience managing toward stretch goals, reporting on program performance, and using data to prioritize advocacy investments.

• Experience collaborating cross‑functionally with Sales, Marketing, Product Marketing, Customer Success, and Analyst Relations teams, with a strong understanding of the B2B technology buyer journey and the role customer evidence plays in purchase decisions.

• Knowledge of or experience in the Contact Center, CCaaS, or CX technology market; familiarity with AEO/GEO concepts and how customer evidence contributes to AI‑driven search visibility is a plus.

Salary Range or On Target Earnings:

$97,600.00 - $225,700.00

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

Anticipated Position Close Date:

10/23/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In‑Person is indicated in the job description/posting.

Benefits

As part of our award‑winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work‑life balance; and contribute to their community in meaningful ways. Click Learn (https://careers.zoom.us/benefits) for more information.

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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth‑focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

#LI-Remote

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

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement (https://www.zoom.com/en/trust/candidate-privacy-statement/) for more information of how we use your data.