Government Customer Success Manager

Zebra Technologies • Lincolnshire, IL

1d • $84,900 - $127,300 • Remote

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.

Serves as the primary post-sale point of contact for our key government clients. Uses in-depth knowledge of the public sector, client industry, and/or business processes, deep knowledge of the ZPA platform, and technical expertise to drive and increase adoption and utilization of Zebra’s products within these strategic accounts.
Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with the desired outcome, 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 while adhering to all government and agency-specific protocols.
May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. The CSE will be responsible for the tangible value generated from other Zebra solutions and future acquired businesses.
Qualified employees must reside in the US with the ability to travel +/- 25% or as business dictates.
Please ensure resume submitted clearly showcase a proven track record of success in the government sector.

Requirements

• Bachelor’s degree required
• 5 + years’ experience in B2B customer-facing account management, sales, customer success or an applicable position
• Experience working with customers in the government sector (FED and/or SLED)
• Must reside in the US with the ability to travel +/- 25% or as business dictates
• US citizen required - individual must be able to obtain a Public Trust/Sensitive Security Clearance
• 7 year employment/education verification
• 5 year credit check
• A pre-employment drug screen which will test for federally controlled substances, including THC, irrespective of state law
• 5 year fingerprinted criminal background screen
• 7 year criminal county search
• Federal Criminal Search- all counties lived and worked in 7 years
• 7 year multi jurisdiction search
• Social Security Trace
• Drug Test- 9 panel drug test

Nice To Haves

• Must enjoy analyzing large data sets and working in Microsoft Excel
• Should possess strong knowledge of business challenges/enterprise landscape
• Must be highly collaborative with the proven ability to build strong internal and external relationships
• Demonstrated project management skills along with stellar organizational and communication skills
• Must possess an executive presence with the ability to speak at the Director and C-level

Responsibilities

• Manage a list of government clients on their post-sales journey, including kickoff, onboarding, adoption, renewals, and program advocacy.
• Meet and exceed KPIs pertaining to client adoption, contract renewal, and expansion opportunities.
• Own the client engagement process, from initial partnering to ongoing value delivery of the desired mission outcomes.
• Work cross-functionally on internal projects to support and drive the continued evolution of the solution to meet public sector requirements.
• 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. Government clients 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 client concerns and product needs appropriately while working with the correct internal groups and adhering to established communication protocols.
• Facilitate client cadence calls, onsite and/or web trainings, ensuring compliance with all agency-specific security and access requirements.
• Drive quarterly steering committee agendas, partnering with sales, Executive Management, and other resources to drive continued mission value and ROI.
• Act as the voice of the client/agency and partner with them through their entire lifecycle.
• Ensure the client's environment is maximized to exceed value and expectations over time.
• Identify business process recommendations to accelerate adoption, retention, and value achievement while identifying and resolving risk, including compliance and security risks.
• Deliver, document, and reference program success and mission impact reports to distinguish ZPA’s services and support future funding and program expansion.
• Partner with the Federal sales team to identify expansion opportunities within existing contract vehicles and new programs.

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: Mid Level
• Number of Employees: 1,001-5,000 employees