Customer Success Specialist Mgr

September 20, 2024

Zebra Technologies

Bogotá

Remote Work: Hybrid

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 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:

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, cross-sell, renewal and new service sales.
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 playbooks Note: 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:

Qualifications:

Minimum Education:Bachelor’s degree or equivalent training/experience required,
Minimum Work Experience (years):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 o Synthesize complex data into themes and develop recommendations, programs, calls-to-action
Logical, structured thinking to build actionable, executable plans
Team player with proven track-record of building relationships with sales and operations leaders
Relevant workflow and/or operations understanding for solution / vertical area

Preferred Qualifications:

Master’s Degree or relevant experience preferred
Technical Proficiency
CRM Tools: Familiarity with customer relationship management software (e.g., Salesforce, Hub Spot).
Data Analysis: Utilizing data to drive decisions and improvements in customer success strategies.
Project Management
Metrics and Performance Tracking
Organizational Skills: Managing multiple projects and priorities efficiently.Time Management: Meeting deadlines and ensuring timely follow-up with customers.
KPIs Understanding: Knowing how to set, track, and analyze key performance indicators relevant to customer success.
Reporting Skills: Creating reports to communicate progress and areas for improvement.
Advanced English skills

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.

We regret to inform you that this job opportunity is no longer available