Customer Success Specialist Manager
hace 2 semanas
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Job Summary: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.
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
- 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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