Customer Success Mgr

Overview:

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 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 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.

What We're Looking For:

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 ZPA platform and technical expertise to drive and increase adoption and utilization of the Zebra’s products. Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired outcome, sold at the first place 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. The manager will be responsible with tangible value generated from other Zebra solutions and future acquired businesses.

Essential Duties and Responsibilities:
– Manage a list of 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
– Own the customer operation process from partnering to ongoing value delivery of the desired outcome
– Work cross-functionally on internal projects to support and drive the continued evolution of the solution.
– Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
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– 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 prodcut 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
– Identify business process recommendations to eccelarate the adoption, retention, upsell and value achievement while identifing and resolving risk
– Deliver, document and referrence customer success stories to distinguish ZPA’s services
– Partner with client partner group to identify expansion opportunities.

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.