Customer Success Manager Exec - Transportation & Logistics

Zebra Technologies•USA - Illinois Offsite, TN

2d•Hybrid

About The Position

Zebra is seeking a Customer Success Manager Executive to serve as the primary post-sale point of contact for clients in the Transportation & Logistics sector. This role involves leveraging deep product and industry knowledge to drive customer adoption and maximize value from Zebra's solutions. The executive will be responsible for identifying upsell and cross-sell opportunities, ensuring client retention, and advocating for best practices in product usage. This position may also involve handling escalations and coordinating with various internal departments such as Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support. Qualified candidates must reside in the US and be able to travel up to 50% as business needs dictate. A proven track record in manufacturing, transportation, logistics, and/or supply chain operations is essential.

Requirements

Bachelor’s Degree
8+ years of Customer Success experience / experience in manufacturing, transportation, logistics, and/or supply chain operations
B2B sales working with Fortune 500 companies in a pre or post-sales capacity, preferably within the MTL sector
Strong knowledge of business challenges and the enterprise landscape specific to supply chain, logistics, and industrial automation
Must be able to travel up to 50% of the time (including visits to industrial and operational sites)

Nice To Haves

Ideally located on the US East Coast or Central region
Understanding of channel and partner experience within the industrial or logistics ecosystem
Team player, strong project management, organizational and communication skills
Build strong internal and external relationships, strong mentor and leadership qualities
Ability to speak at the Director and C-level (e.g., VP of Supply Chain, Plant Manager, COO)
Subject matter expert in MTL industry trends, automation products, or related fields

Responsibilities

Manage a list of strategic and top Manufacturing, Transportation, and Logistics (MTL) customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy.
Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs within the MTL sector.
Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives to streamline supply chain and operational workflows.
Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases (e.g., warehouse automation, fleet management, factory floor optimization) and specific needs; being able to stay organized and accomplish their goals is important to overall success.
Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately while working with the correct internal groups.
Facilitate customer cadence calls, onsite visits to manufacturing plants or distribution centers, and/or web trainings.
Drive quarterly steering committee agendas, partnering with sales, Executive Management and other resources to drive continued ROI for logistics and manufacturing operations.
Act as the voice of the customer and partner with them through the entire customer journey.
Ensure the customer environment is maximized to exceed value and expectations over time.
Drive business process recommendations to accelerate the adoption, retention, upsell and value achievement while identifying and resolving risks specific to supply chain operations.
Deliver, document and reference customer success stories to distinguish ZPA’s services in the industrial and logistics space.
Partner with sales to identify expansion opportunities.