Customer Success Specialist Mgr
hace 4 semanas
**Remote Work: Hybrid**
**Overview**:
Job Summary:
Serves as the post-sale creator of programs and calls to action to drive lifecycle retention and adoption for segments of customers to support Customer Success Executives, Account Managers or Partner Customer Success resources. 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 supportive CSE/AM/CHAM to drive additional revenue from assigned customers/partners, including upselling and cross-selling of related products; accountable for renewal and retention results for accounts not covered by Customer Success Executives (Zebra/Partner). Ensures best practices are adopted forproduct use. May coordinate with product BU / servie delivery to create customer-facing communications on service/quality improvement programs for CSEs and AMs. May work across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.
**Responsibilities**:
Essential Duties and Responsibilities:
- Manage a segment of non-key/focused account customers on their post-sales customer journey including onboarding, adoption, renewals and advocacy
- Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
- Create and executean adoption and upsell 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 feedback for and act as the voice of the customer for accounts not covered by Customer Success Executives
- Ensure customers using the optimized product/solution configuration and scope to exceed value and expectations over time
- Partner with Customer Success Analysts, Marketing and Product PLM to identify expansion opportunities and create upsell/cross-sell campaigns to push out to AMs, CSEs and Partners.
- 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 sucess including changes in Zebra lifecycle support or implementation process or product feature EOL / transitions
- Drive requirements for Customer Success Platform including templates and playbooksNote: The statements herein are intended to describe the general nature and level of work being performed by employees andare not to be construed as an exhaustivelist of responsibilities, duties, abilities, and skills required of personnel so classified.
**Qualifications**:
- Job Requirements:
- Minimum Education:oBachelor’s degree or equivalent training/experience required, Master’s Degree or relevant experience preferred
- Minimum Work Experience (years):o2-5 years' vertical marketing, sales and/or customer success experience
- Key Skills and Competencies:oAbility to learn quickly, including strong technical acumen oStrong communication skills oSynthesize complex data into themes and develop recommendations, programs, calls-to-action oLogical, structured thinking to build actionable, executable plans oTeam player with proven track-record of building relationships with sales and operations leadersoRelevant workflow and/or operations understanding for solution / vertical area oFinancial acumen to build ROI models
- Licenses/Certifications, special qualifications:oClick or tap here to enter text.
- Equivalencies:oClick or tap here to enter text.Position Specific Information:
- Travel Requirements (as a % of time): No
- Able to telework? Yes/no -if yes, % of time and expectations while teleworking: No
- Personal Protective Equipment (PPE) Required (safety glasses, steel-toed boots, gloves, etc.):No
- U.S. Only -Frequency Definitions for Physical Activities, Environmental Conditions and Physical Demands:Never -0%Occasionally -0-20 times per shift or up to 33% of the timeFrequently -20-100 times per shift or 33-66% of the timeConstantly-Over 100 times per shift or 66-100% of the time
- Physical Activities (U.S. only):Select the frequency for each item on the below list (never, occasionally, frequently, constantly).
- Ascending or descending ladders, stairs, scaffolding, ramps,poles and the like. (Never)
- Working from heights such as roofs, ladders, or powered lifts. (Never)
- Moving self in different positions to accomplish tasks in various environments including awkward or tight and confined spaces. (Never)
- Remaining in a stationary position, often standing
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