Customer Success Specialist 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 post-sale creator of programs and calls to action to drive lifecycle retention and adoption
for segments of customers to support Customer Success Executives, Account Managers or Partner
Customer Success resources. Uses in-depth knowledge of customer industry vertical business processes
and product/solution use cases to drive and increase adoption and utilization of Zebra's products. Analyze
usage patterns and identify new or unutilized features to help customers/partners improve specific
business results and maximize value from the product(s). May recommend specific solutions to achieve
customer’s desired result. Responsibility for identifying opportunities and supportive CSE/AM/CHAM to
drive additional revenue from assigned customers/partners, including upselling and cross-selling of
related products; accountable for renewal and retention results for accounts not covered by Customer
Success Executives (Zebra/Partner). Ensures best practices are adopted for product use. May coordinate
with product BU / servie delivery to create customer-facing communications on service/quality
improvement programs for CSEs and AMs. May work across functional areas of the company, including
Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

 
Essential Duties and Responsibilities:
• Manage a segment of non-key/focused account customers on their post-sales customer journey
including onboarding, adoption, renewals and advocacy 
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
• Create and execute an adoption and upsell plan, providing awareness across the 
• organization, driving both strategic and tactical initiatives. 
• Analyze and resolve product adoption issues, escalate customer concerns and product needs
appropriately while working with the correct internal groups.
• Facilitate customer feedback for and act as the voice of the customer for accounts not covered by
Customer Success Executives 
• Ensure customers using the optimized product/solution configuration and scope to exceed value
and expectations over time
• Partner with Customer Success Analysts, Marketing and Product PLM to identify expansion
opportunities and create upsell/cross-sell campaigns to push out to AMs, CSEs and Partners.
• Develop understanding of typical business challenges faced by customers and common
objectives to map solutions and benefits to address customer needs. 
• Create and implement change management plans for lifecycle sucess including changes in Zebra
lifecycle support or implementation process or product feature EOL / transitions
• Drive requirements for Customer Success Platform including templates and playbooks
Note: The statements herein are intended to describe the general nature and level of work being
performed by employees and are not to be construed as an exhaustive list of responsibilities, duties,
abilities, and skills required of personnel so classified.

Job Requirements:

• Minimum Education:
o Bachelor’s degree or equivalent training/experience required, Master’s Degree or
relevant experience preferred 
• Minimum Work Experience (years):
o 2-5 years' vertical marketing, sales and/or customer success experience 
• Key Skills and Competencies:
o Ability to learn quickly, including strong technical acumen 
o Strong communication skills  
o Synthesize complex data into themes and develop recommendations, programs, calls-to action

o Logical, structured thinking to build actionable, executable plans 
o Team player with proven track-record of building relationships with sales and operations
leaders
o Relevant workflow and/or operations understanding for solution / vertical area 
o Financial acumen to build ROI models 

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.