Customer Success Manager
hace 3 semanas
At Zebra, we're redefining the work of tomorrow for organizations, their employees, and those they serve. As a Customer Success Manager, you'll be the primary point of contact for clients, using your in-depth knowledge of their industry and business processes to drive adoption and utilization of our Zebra Platform.
Responsibilities:- Manage a list of customers on their post-sales customer journey, including kickoff, onboarding, adoption, renewals, and advocacy.
- Meet and exceed KPIs pertaining to customer adoption, upsell, renewal, and advocacy programs.
- Own the customer operation process from partnering to ongoing value delivery of the desired outcome.
- Work cross-functionally on internal projects to support and drive the continued evolution of the solution.
- Create and execute a project management 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 cadence calls, onsite and/or web trainings.
- Drive quarterly steering committee agendas, partnering with sales, Executive Management, and other resources to drive continued ROI.
- Act as the voice of the customer and partner with them through the entire customer journey.
- Ensure customer environment is maximized to exceed value and expectations over time.
- Identify business process recommendations to accelerate the adoption, retention, upsell, and value achievement while identifying and resolving risk.
- Deliver, document, and reference customer success stories to distinguish Zebra's services.
- Partner with client partner groups to identify expansion opportunities.
- Bachelor's degree required, Master's Degree or relevant experience preferred.
- Minimum of 3-5 years' work experience.
- Ability to learn quickly and think analytically, team player, project management skills, organizational and communication skills, ability to build strong internal and external relationships.
- Strong problem-solving skills.
- Ability to collaborate and pull in the correct cross-functional team members.
- Retail/CPG/supply chain and/or store operations experience is preferred.
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