Customer Success Advocate Director
hace 4 semanas
Zebra is a community of innovators that come together to create new ways of working, making everyday life better.
United by curiosity and care, we develop dynamic solutions that anticipate our customers' and partners' needs and solve their challenges.
Job Title: Customer Success Specialist ManagerSalary Range: $80,000 - $120,000 per year (depending on experience)
Job Description:We are seeking a highly skilled Customer Success Specialist Manager to join our team. As a key member of our customer success team, you will be responsible for managing a segment of non-key/focused account customers on their post-sales customer journey.
You will meet and exceed KPIs pertaining to customer adoption, upsell, renewal, and advocacy programs. You will create and execute an adoption and upsell plan, providing awareness across the organization, driving both strategic and tactical initiatives.
You will 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 success including changes in Zebra lifecycle support or implementation process or product feature EOL/ transitions.
Drive requirements for Customer Success Platform including templates and playbooks.
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 success including changes in Zebra lifecycle support or implementation process or product feature EOL/transitions.
- Drive requirements for Customer Success Platform including templates and playbooks.
- Minimum Education: Bachelor's degree or equivalent training/experience required.
- Minimum Work Experience (years): 2-5 years' sales and/or customer success experience.
- Fluency in oral and written English.
- Key Skills and Competencies:
- Ability to learn quickly.
- Effective Communication.
- Empathy.
- Analytical skills.
- Customer orientation.
- Strong communication skills.
- Team player.
- Organization.
- Adaptability.
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