Customer Success Mgr Sr
CO-Bogota
Latin America
Req #: 108732
Type: Employee|Employee|Regular Full-time
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Overview: Serves as the primary post-sale point of contact for clients/customers. 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. 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 prodcut 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 eccelarate the adoption, retention, upsell and value achievement while identifing and resolving risk * Deliver, document and referrence customer success stories to distinguish ZPA's services * Partner with sales to identify expansion opportunities. Qualifications: Required Qualifications: * Bachelor's degree required, Master's Degree or relevant experience preferred * Minimum of 5 years' work experience * Must be fluent in both English and Spanish (written and verbal) * Strong knowledge of business challenges/enterprise landscape, team player, strong project management, organizational and communication, build strong internal and external relationships, strong mentor and leadership qualities Preferred Requirements: * Ability to speak at the Director and C-level * An understanding of CPG/supply chain and/or store operations account management processes is a plus.
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