Customer Success Manager
US-NY-Holtsville
Zebra Technologies
Req #: 108997
Type: Employee|Employee|Regular Full-time
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Overview: The Customer Success Manager 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 and advocate for the customer. *Must work in our Holtsville, NY location on a hybrid basis (3 days a week in the office)* Responsibilities: * Ensures overall service and solution delivery to achieve quality customer outcomes, with primary focus on inventory events for select retailers * Manages the relationship with customer and oversees customer satisfaction for assigned accounts * Acts as primary contact and advocate for the customer and behaves professionally to support customer retention / renewal * Leads regular customer and partner meetings to review service plans and recommends improvement to services * Advises the customer and introduces customer to new offerings / upsells to assist customer in solving business problems * Demonstrates ownership of customer goals and working with internal departments to deliver project requests * Interprets 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 and pilot testing * May assist in generating service-related RFP responses by providing unique service offerings and price exceptions * May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings * Acts as the voice of the customer & partner for post-sale resolutions within the business Qualifications: Required: * Bachelor's degree and equivalent experience (or equivalent vocational qualification/experience) * 5+ years of experience in customer success or operations management * Ability to manage multiple, cross-functional work streams (Sales, Support, Engineering, Operations) * On-site customer support as needed, average of 10% travel * Intermediate to advanced level skills in Microsoft 365 * Must work in our Holtsville, NY location on a hybrid basis (3 days a week in the office) Preferred: * Experience in retail inventory technology and/or operational management * Strong communication skills (listening, providing clear and concise information) * Customer service values/orientation * SaaS systems management background Position Specific Information Travel Requirements: Up to 10% travel required 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.
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