Customer Success Mgr Sr

Zebra Technologies

1d•Hybrid

About The Position

Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

Requirements

Bachelor’s Degree
5 + years of Customer Success experience / experience in retail and/or store operations
B2B sales working with fortune 500 companies in a pre or post sales capacity
Strong knowledge of business challenges/enterprise landscape
Ideally located on the US East Coast or Central region
Must be able to travel up to 50% of the time

Nice To Haves

Understanding of channel and partner experience
Team player, strong project management, organizational and communication
Build strong internal and external relationships, strong mentor and leadership qualities
Ability to speak at the Director and C-level
Subject matter expert in product or related field

Responsibilities

Manage a list of strategic and top 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.
Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases 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 and/or web trainings
Drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI.
Act as the voice of the customer and partner with them through the entire customer journey
Ensure 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 risk
Deliver, document and reference customer success stories to distinguish ZPA’s services
Partner with sales to identify expansion opportunities.