Senior Customer Success Manager (Remote)

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. Serves as the primary post-sale point of contact for customers in the Manufacturing, Transportation & Logistics (MT&L) vertical. 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. Qualified employees must reside in the US with the ability to travel +/- 25% or as business dictates. Preferential consideration will be given to applicants that reside in the central or eastern region. Responsibilities: • 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 product 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 accelerate the adoption, retention, upsell and value achievement while identifying and resolving risk • Deliver, document and reference customer success stories to distinguish ZPA’s services • Partner with sales to identify expansion opportunities. Qualifications: Minimum Requirements: • Bachelor’s degree required • 5 + years’ experience in B2B customer-facing account management, sales, customer success or an applicable position • Experience working with customers in the Manufacturing, Transportation & Logistics (MT&L) verticals • Must reside in the US with the ability to travel +/- 25% or as business dictates (preferential consideration will be given to internal applicants that reside in the central or eastern region) Preferred Requirements: • Must enjoy analyzing large data sets and working in Microsoft Excel • Should possess strong knowledge of business challenges/enterprise landscape • 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 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 Conozca 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 82300.00 - USD 123500.00 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