Senior Customer Success Manager

Remote Work: Yes

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 product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results 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.

This remote role should ideally based on the US East Coast or Central region within a reasonably close distance from a major metropolitan airport. Up to 50% travel to be expected.

• Manage a list of strategic and top 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.
• 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 prodcut
  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
• Drive business process recommendations to eccelarate the adoption, retention, upsell
  and value achievement while identifing and resolving risk
• Deliver, document and referrence customer success stories to distinguish ZPA’s
  services
• Partner with sales to identify expansion opportunities.

Minimum Qualifications

• Bachelor’s Degree
• 5 + years of Customer Success experience / experience in retail and/or store operations 
• B2B sales working with fortune 500 companies in a pre or post sales capacity 
• Strong knowledge of business challenges/enterprise landscape
• Must be able to travel up to 50% of the time

Preferred Qualifications

• Understanding of channel and partner experience 
• Team player, strong project management, organizational and communication
• Build strong internal and external relationships, strong mentor and leadership qualiities
• Ability to speak at the Director and C-level
• Subject matter expert in product or related field

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:

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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 83200.00 - USD 124800.00 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.