The Head of Professional Services and Channel Delivery leader will own the development of the global professional services plan, performance standards and strategy for channel/partner service delivery. This role requires deep knowledge and experience in building and growing a large global professional services organization, including structuring service offerings, recruiting and developing top talent, accountability for delivering high quality services, driving negotiations, and partnering with internal stakeholders on customer priorities. This role requires deep knowledge and experience in UCaaS/CCaaS and the channel delivery space. You will be responsible for the delivery strategy and operational success across direct and channel partner delivery, while maintaining a high quality standard at scale. The successful candidate will have a demonstrated ability to think strategically and analytically about business, product, and technical challenges. This individual will also have strong leadership experience in building high-performing teams, a deep understanding of resourcing a global professional services delivery, and working with stakeholders to develop a plan for ensuring the success and high quality of our service delivery. Responsibilities:
Provide a global vision and strategic and tactical business plan to take the current implementation capability to the level of a highly effective professional services organization driving consistent levels of customer satisfaction
Take a lead role in defining, creating and modifying service standards, methodologies and practices of the business to ensure channel service delivery success.
Ensure consistent quality and work standards by designing and implementing audit processes for flawless service delivery managed through KPI’s
Be directly responsible for driving performance goals, operational objectives, resource forecasting and availability, utilization targets across Professional Service and Channel Service delivery
Nurture cross-functional relationships with key stakeholders across Sales, Product, Support, Operations etc. to create a seamless end-to-end experience for our customers and partners.
Meet or exceed operating margin targets and consistently lead successful outcomes that accelerate revenue growth and customer time-to-value.
Ensure the professional services and partner delivery teams are equipped with the necessary tools, resources, and training to deliver exceptional service.
Create a strategy plan for partner support and partner services delivery
Create and promote engagement of existing partners and the recruitment of new partners to use and provide Zoom services
Manage and scale the partner support and delivery program
Develop the enablement strategy and services capability of Zoom partners to address the complete customer life cycle
Global Strategy & Leadership:
Develop and implement a Global strategy for Zoom's Professional Services, ensuring alignment with the company’s vision and growth objectives.
Develop and implement a strategic global organizational design to streamline business processes and maximize customer outcomes
Identify and capitalize on growth opportunities in new and existing markets, product offerings, Channel route-to-market and direct service capabilities
Market Insight & Innovation:
Stay informed about industry trends, competitive dynamics, and emerging technologies to ensure Zoom’s Professional Services remains at the forefront of the industry.
Collaborate with internal stakeholders, including Sales, Product, and Engineering, to drive innovation and enhance the value of Zoom’s service offerings.
Represent Zoom at global industry events, conferences, and forums, building the company’s brand and thought leadership in the professional services space.
Qualifications:
Bachelor’s degree in Business, Engineering, Information Technology, or a related field; MBA or advanced degree preferred.
12+ years of experience in professional services, with at least 5 years in a senior leadership role overseeing international operations.
Proven experience in driving global growth and operational excellence in the technology or SaaS sector, with a deep understanding of video communication and collaboration solutions.
Strong knowledge of international markets and experience working across different cultures and regions.
Exceptional leadership, communication, and interpersonal skills, with a track record of managing and motivating high-performing teams.
Ability to travel internationally as required.
Preferred Skills:
Experience in CCaaS solution/Services
Proficiency in project management certifications, tools and/or methodologies.
Salary Range or On Target Earnings:Minimum:$173,900.00Maximum:$380,500.00In 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 At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application! Anticipated Position Close Date: 09/24/24Ways of WorkingOur 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.BenefitsAs 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 UsZoomies 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.Our CommitmentWe 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.We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.#LI-Remote