Customer Success Strategist
hace 5 días
Zebra is seeking a highly skilled Customer Success Strategist to join our team. As a key member of our organization, you will be responsible for driving lifecycle retention and adoption for segments of customers to support Customer Success Executives, Account Managers, or Partner Customer Success resources.
Key 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.
- Master's Degree or relevant experience preferred.
- English C1/C2.
- Strategic Vision: Being able to see beyond immediate customer needs and contribute to the company's overall customer success strategy.
- Problem solving.
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