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Customer Success Specialist (Renewals)

Zebra Technologies
Full-time
On-site
New York, NY
$77,000 - $115,000 USD yearly

Remote Work: Yes


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.

Contributes to managing customer relationships for contract renewals as well as interfacing with end-users, channel partners or distributors. Uses in-depth knowledge of customer industry vertical business processes and product/solution use cases to drive and increase adoption and utilization of Zebra's products. Analyze usage patterns and identify new or unutilized features to help customers/partners improve specific business results and maximize value from the product(s). May recommend specific solutions to achieve customer’s desired result. Responsibility for identifying opportunities and supporting AM/CHAM to drive additional revenue from assigned customers/partners, including upselling and cross-selling of related products; accountable for renewal and retention.  Ensures best practices are adopted for product use. 

 

Qualified employees must reside in the US with the ability to travel +/- 25% or as business dictates.

*US remote only - prefer candidates in the Central and East Coast.


Responsibilities:
  • Manage a segment of focused end user accounts on their post-sales customer journey including onboarding, adoption, renewals and advocacy.
  • Develops and adapts services and solutions sales strategies to unique customer needs; creates customer partnerships.
  • Responsible for revenue attainment and margins where appropriate
  • Review Annual Renewal Opportunity, identify consolidation or At-Risk opportunities.
  • Review historical RR performance, collect close/lost reason codes and re-calculate addressable opportunity and revised RR baseline.
  • Establish RR baseline and improvement target.
  • Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
  • Create and execute an adoption and upsell plan.
  • 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
  • Ensure customers using the optimized product/solution configuration and scope to exceed value and expectations over time.
  • Identify expansion opportunities and create upsell/cross-sell campaigns 
  • 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.
  • Work with customers to consistently improve processes and maintain
    education about the changes to our systems, available services, processes, pricing and SKUs.
  • Key escalation/contact point when Account Managers, distributors or channel partners identify issues on renewals.
  • Work with internal teams to ensure renewal orders are processed in a timely fashion.
  • Drive requirements for Customer Success Platform including Success Stories and timeline events. 

Qualifications:

Minimum

  • Bachelor’s degree or equivalent training/experience 
  • 2 + years’ experience in B2B customer-facing account management, sales, customer success or an applicable position
  • Must enjoy analyzing large data sets and working in Microsoft Excel (PIVOT TABLES)
  • Must reside in the US with the ability to travel +/- 25% or as business dictates 

Preferred 

  • Should possess strong knowledge of business challenges/enterprise landscape
  • Partner, distributor, reseller experience
  • Prior quota ownership
  • Renewals management experience
  • Must be highly collaborative with the proven ability to build strong internal and external relationships
  • Demonstrated project management skills along with stellar organizational and communication skills
  • Must possess an executive presence with the ability to speak at the Director and C-level
  • Experience working with customers in the Healthcare vertical

 

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

 

Know Your Rights:

https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

Conocza sus Derechos:

https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.


Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.


Salary: USD 77000.00 - USD 115400.00 Yearly


Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.



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 @zebra.com 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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