Customer Success Mgr

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:

Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.

Responsibilities:

• Collaborate with the Zebra Impact team with regards to name accounts to grow the wallet share within large customers.
• Negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
• Manages the relationship with account and oversees customer satisfaction for assigned
• Develops and executes customer success plan for each named account and conduct field studies / value assessment / customer health analysis.
• Demonstrates wide-range of experience to ensure overall service and solution delivery to achieve quality customer outcomes
• Oversees and coordinates delivery of all aspects of client solution including custom features and add-ons, within established and communicated development accounts
• Acts as primary contact for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention / renewal
• Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services
• Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
• Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
• Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
• Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions
• Ensures customer SLA’s / KPIs and quality standards are met
• Ensures territory/vertical readiness for new product and offer launches
• Delivers service reference customer case studies to distinguish company services and solutions from competitors
• May support internal & external regional services sales activities
• May assist in generating service related RFP responses by providing unique service offerings and price exceptions
• Acts as the voice of the customer & partner for post-sale resolutions or escalations
• 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

Job Requirements

• Bachelor’s degree in the any field is preferred
• At least 5 years' work experience in a sales or commercial environment within the tech industry
• Ability to communicate in basic English with internal stakeholder who are based outside of Japan
• Ability to learn quickly and think analytically
• A strong team player, project management skills, organizational and
  communication skills, ability to build strong internal and external relationships.
• Strong problem solving skills. Ability to collaborate and pull in the correct cross-functional team members
• Ability to be agile and able to navigate in a rapidly evolving environment
• Ability to use AI tools would be advantagous

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.