Director of Customer Success - Retail, Healthcare & Government (Remote/Hybrid Anywhere US)

Zebra Technologies • Lincolnshire, IL

58d • $150,000 - $225,000 • Hybrid

About The Position

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about - locally and globally. Come make an impact every day at Zebra. The Director of Customer Success leads a team of senior Customer Success resources in North America / Canada (responsible for the NA Retail, Healthcare, Financial Services, and Government verticals) to drive customer adoption and expansion through cross-sell / upsell, renewal, and retention activity across a group of key and strategic accounts. Manages account coverage strategy to build a team of Customer Success Executives (high-touch) and Customer Success Specialists (low-touch) who serve as the primary point of contact for existing customers to ensure they are getting the level of service and expected ROI / value from their Zebra purchases. Uses in-depth knowledge of and contacts within the industry and customer success arena to recruit and develop strong talent to drive direct end customer success actions or create programs for execution by sales account managers or partner customer success teams. Creates organizational design, processes and resource plans to enable customer success coverage model for all GTM, use cases and customer segments. Works cross-functionally with sales, product business units and marketing to build value-engineering, commercial intelligence and product feedback to drive product roadmap and price to win. Direct responsibility for all renewal bookings and shared responsibility for identifying opportunities and closing additional revenue from upsell /cross-sell of related products, accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate cross-functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support. Qualified applicants must be based in the US. Talent located near a Zebra office will be expected to work a hybrid (x3 days/week in office) schedule. Willing to consider remote accommodations for talent not located within driving distance to a Zebra office. 25% travel to be expected.

Requirements

• Bachelor s degree required
• 10 + years experience in a direct customer success capacity or a mix of sales and customer success
• Must have management experience with leading leaders and experience leading complex solutions teams
• Strong knowledge of business challenges / enterprise landscape specifically in the Retail vertical
• Must be based in the US. Talent located near a Zebra office will be expected to work a hybrid (x3 days/week in office) schedule. Willing to consider remote accommodations for talent not located within driving distance to a Zebra office. 25% travel to be expected.

Nice To Haves

• Master s Degree or relevant experience preferred.
• Vertical experience in Healthcare and/or Government.
• Experience with both hardware and software solutions.
• Deep financial acumen and commercial skills.
• Proven organizational design and talent development capabilities.
• Demonstrated success building strong internal and external relationships, including collaboration, conflict management and negotiation / influence.
• Strong mentor and leadership qualities.
• Executive communication skills and presence.

Responsibilities

• Manage a team of Customer Success Managers and Customer Success Specialists to support customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Create coverage model and staffing plan in conjunction with growth and regional sales AM / Specialists / Partner coverage models.
• Activate cross-functional collaboration framework for team to provide voice of the customer to drive key product quality, roadmap and operational process requirements to PLM/Eng and Service/Cloud Ops teams
• Set quota targets for CS Executive and Specialist teams including joint shared cross-sell/upsell targets with regional sales.
• Develop renewal/churn bookings and revenue targets for annual planning and provide regular monthly/quarterly financial forecast and outlooks to drive into regional sales and business unit updates.
• Manage OpEx budget including expected SIP attainment and T&L.
• Facilitate customer business and operations reviews and participate in success or calls to action plans as needed for key strategic customer retention.
• Provide commercial coaching and approve deals to ensure optimized price-to-win and GM attainment as well as manage commercial risk, non-standard T's & C's for renewals and crosssell/upsell.
• Create customer health score, call to action and success plan playbooks for use by the team.
• Partner with IT, Sales Ops and Customer Success Analytics leaders to optimize sales processes and drive maximum visibility of customer lifecycle and health scores through SFDC / Gainsight and other toolsets

Benefits

• Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent.
• We are committed to providing our employees with a benefits program that is comprehensive and competitive - including healthcare, wellness, inclusion networks, and continued learning and development offerings.
• We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees