Customer Success Mgr

hace 3 meses

San Pedro Garza García, México Zebra A tiempo completo

Remote Work: Hybrid


Overview: 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.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.

Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the ZPA platform and technical expertise to drive and increase adoption and utilization of the Zebra’sproducts. Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired outcome, sold at the first place and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.The manager will be responsible with tangible value generated from other Zebra solutions and future acquired businesses.


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
  • Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplish their goals is important to overall success
  • 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 agenda’s, 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 ZPA’s services
  • Partner with client partner group to identify expansion opportunities

Qualifications:

Required Qualifications:

  • 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

Preferred Qualifications:

  • MBA
  • Customer Service  Specialized in SaaS
  • Experience in escalations with clients

 



To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

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