Customer Success Specialist Mgr

**Remote Work: Hybrid**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

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 for product use. May coordinate with product BU / service 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 execute an 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 playbooks

**Qualifications**:

- Job Requirements:

- Minimum Education:Bachelor’s degree or equivalent training/experience required, Master’s Degree or relevant experience preferred
- Minimum Work Experience (years):2-5 years' vertical marketing, sales and/or customer success experience
- Key Skills and Competencies:Ability to learn quickly, including strong technical acumen Strong communication skills Synthesize complex data into themes and develop recommendations, programs, calls-to-action oLogical, structured thinking to build actionable, executable plans, Team player with proven track-record of building relationships with sales and operations leadersoRelevant workflow and/or operations understanding for solution / vertical area Financial acumen to build ROI models
- Licenses/Certifications, special qualifications:

- Travel Requirements
- Able to telework
- 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 Activiti