AI Value Realization Consultant

Join Zoom as an AI Value Realization Consultant, where you will play a crucial role in transforming customer experience (CX) strategies for enterprise leaders. Our mission is to enable organizations to align their CX initiatives with technological advancements, particularly in AI, to achieve substantial business outcomes. In this pivotal role, you will bridge the gap between sales, product development, and CX strategy. Your insights will crucially influence decision-making, create compelling narratives, and assist both customers and internal teams in realizing the potential of a purposefully designed CX landscape, enhanced by AI. Be a Trusted Advisor Collaborate with Value Realization, Sales, Product, and Leadership teams to present a cohesive vision of CX and Zoom's role as a strategic partner during the AI revolution. Lead discussions on how AI can amplify efficiencies, growth, and customer experiences, focusing on tangible business outcomes. Analyze What Really Matters Conduct in-depth analyses of customer strategies, revenue generation, and competitive landscapes to identify areas where CX can deliver significant value, highlighting the role of AI in this journey. Evaluate how customers create value and pinpoint opportunities for enhancing CX, services, or sales that can result in substantial improvements. Shape and Support Pre-Sales Engagements Drive pre-sales activities by executing value-oriented initiatives, including: Service and experience design Diagnostics from feedback received from customers and employees Framing opportunities and value assessment sessions Developing solid Business Cases Creating comprehensive adoption strategies, value metrics, and success criteria related to AI capabilities Establishing effective frameworks for realizing AI value Translating insights into clear and concise narratives for executive-level discussions that maintain sales momentum. Turn Strategy into Action Contribute to Zoom's strategic direction by facilitating communication and collaboration across customers, partners, product teams, and marketing. Create value frameworks that guide customers in turning strategic goals into actionable steps and investment priorities. Maintain a repository of assets and tools to enable scalable deployment across customer interactions. Craft industry-specific narratives surrounding AI in CX to enhance the impact of our solutions. Serve as a key liaison between business and technology stakeholders within complex enterprise environments. Lead When It Matters Facilitate strategic planning sessions and executive workshops to promote clarity, alignment, and progress. Present innovative insights about the future of CX, including the integration of AI-driven services and experiences. What Success Looks Like Sales teams proactively seek your expertise in navigating complex opportunities from inception. Executives exit your sessions with a clear grasp of the significance of CX, actionable next steps, and insights on how AI can transform their strategies. Your contributions turn broad CX objectives into practical and fundable initiatives. Ensure the tools, frameworks, and resources utilized by the Value Realization team remain current and effective for real-world application with clients. Experience & Background 6-9 years of experience in a leading SaaS CX organization, management consulting, or complex operational settings. Proven track record in customer service operations across service, sales, and marketing journeys. Demonstrated success in driving AI-enabled digital transformations within the CX domain. Strong knowledge of AI, automation, and analytics paired with the ability to articulate robust financial models in compelling executive narratives. Preferred experience in sectors such as Financial Services, Consumer Retail, and Travel & Hospitality. CX and Technology Fluency Familiar with service design and the dynamics of front and backstage operations. Strong understanding of CX technologies including contact center platforms, CRMs, and ticketing systems, along with their data flows. Comfortable discussing the impact of technology on operational models. Clear Thinking and Strong Communication Exceptional content creation skills for presentations, visuals, and concise executive communication. Able to simplify complex ideas without losing their essence. Modern Ways of Working Utilize AI and automation tools to streamline research, analysis, and content creation processes. Thrives in a highly matrixed environment with the ability to influence without formal authority. Practical Realities Willingness to travel as necessary to support customer needs and internal initiatives. This role goes beyond a typical strategic or sales position. You’ll actively shape how Zoom positions itself as a CX value advisor and leverage the potential of AI within the organization and with clients. Your leadership will establish effective processes, create compelling viewpoints, and contribute to a team dedicated to enhancing the articulation and delivery of CX value. Salary Range: Minimum: $97,600.00 Maximum: $225,700.00 In addition to base salary, Zoom offers a Total Direct Compensation package that includes bonuses and equity options. Note: Salary varies based on qualifications and experience. We are committed to a diverse and inclusive workplace. We are an equal opportunity employer. If you require accommodation during the hiring process, please let us know—we are here to support you. #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.

Created: 2026-03-17