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Director of Customer Success

hace 1 semana


Xico, México Zebra A tiempo completo
Job Description

As a key member of the Zebra team, you will lead a team of senior Customer Success resources in Latin America to drive customer adoption and expansion through cross-sell/upsell, renewal, and retention activity across a group of key and strategic accounts.

The successful candidate will manage account coverage strategy to build a team of Customer Success Executives and Specialists who serve as the primary point of contact for existing customers to ensure they are getting the level of service and expected ROI/value from their Zebra purchases.

You will use in-depth knowledge of and contacts within the industry and customer success arena to recruit and develop strong talent to drive direct end-customer success actions or create programs for execution by sales account managers or partner customer success teams.

This role requires creating organizational design, processes, and resource plans to enable customer success coverage model for all GTM, use cases, and customer segments.

Additionally, you will work cross-functionally with sales, product business units, and marketing to build value-engineering, commercial intelligence, and product feedback to drive product roadmap and price-to-win.

Responsibilities:
  • Manage a team of Customer Success Executives to support customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
  • Create coverage model and staffing plan in conjunction with growth and regional sales AM/Specialists/Partner coverage models
  • Activate cross-functional collaboration framework for the team to provide voice of the customer to drive key product quality, roadmap, and operational process requirements to PLM/Eng and Service/Cloud Ops teams
  • Set quota targets for CS Executive and Specialist teams including joint shared cross-sell/upsell targets with regional sales
  • Develop renewal/churn bookings and revenue targets for annual planning and provide regular monthly/quarterly financial forecast and outlooks to drive into regional sales and business unit updates
  • Manage OpEx budget including expected SIP attainment and T&L
  • Facilitate customer business and operations reviews and participate in success or calls to action plans as needed for key strategic customer retention
  • Provide commercial coaching and approve deals to ensure optimized price-to-win and GM attainment as well as manage commercial risk, non-standard T's & C's for renewals and crosssell/upsell
  • Create customer health score, call to action, and success plan playbooks for use by the team
  • Partner with IT, Sales Ops, and Customer Success Analytics leaders to optimize sales processes and drive maximum visibility of customer lifecycle and health scores through SFDC/Gainsight and other toolsets