Sr Associate Implementation Manager at Zoom Communications

Job description

What You Can Expect In this role, you are the primary driver of customer time-to-value, guiding a high-volume book of growth and commercial customers through structured onboarding from kickoff to launch. Each day, you'll lead configuration workshops, facilitate architecture discovery, and connect technical setup to each customer's real sales and marketing workflows. Your work directly shapes how quickly customers see results and how confidently they operate independently after go-live. You'll also serve as a key internal voice, surfacing patterns across implementations to strengthen the playbooks the whole team relies on. Candidates without hands-on CRM implementation experience (Salesforce and/or HubSpot) will not be considered for this role. About the Team Our Implementation team sits at the intersection of customer success, technical delivery, and product insight, making sure every new customer reaches value on time and with confidence. We operate with a playbook-driven approach that balances consistency with the flexibility needed to meet each customer's unique GTM environment. Our work directly supports Zoom's growth by turning new customers into informed, self-sufficient users who advocate for the platform. Responsibilitie s Lead 15 or more concurrent implementations for growth and commercial customers, guiding each through programmatic onboarding frameworks from kickoff through launch Conduct architecture discovery sessions to map CRM structures, data sources, and GTM tooling, ensuring configuration aligns precisely with each customer's sales and marketing workflows Configure core technical integrations including CRM connectors (Salesforce, HubSpot), data warehouse connections (Snowflake, S3), segments, scoring models, and activation workflows Drive customer milestones across kickoff sessions, configuration workshops, and enablement training on both platform mechanics and strategic value Guide integration across the broader GTM ecosystem, including sales engagement, marketing automation, enrichment, data warehouses, and conversational intelligence platforms Track progress against milestones, manage delivery risk proactively, and escalate technical dependencies to CS Engineering when needed Partner with Customer Success to ensure smooth, well-documented handoffs at the close of each implementation Identify recurring patterns across your book of business and contribute improvements to shared playbooks, documentation, and delivery systems What We're Looking For 2 to 4 years of experience in SaaS implementation, customer success, onboarding, or a similar customer-facing technical role, or equivalent experience Hands-on knowledge of CRM infrastructure including Salesforce and/or HubSpot, covering custom objects, field mapping, reporting dependencies, and lead or contact routing logic Familiarity with the B2B GTM ecosystem and how implementation platforms complement sales engagement tools, marketing automation, conversational intelligence, and data warehouses in a modern revenue stack Experience working within or alongside B2B sales, marketing, or revenue operations teams, with an understanding of common personas (AE, SDR, RevOps, Marketing Ops) and their data dependencies Strong facilitation and communication skills, with the ability to explain complex concepts clearly to both technical and non-technical audiences Excellent organization and time management across multiple concurrent customer engagements, with comfort navigating ambiguity and a proactive bias toward moving work forward Baseline technical curiosity and active use of AI tools to improve the quality and speed of customer-facing deliverables Salary Range or On Target Earnings: $88,600.00 - $177,300.00 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 & experi