Customer Success Manager Sr

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

 

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

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.

 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

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement:

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.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.