Mgr Customer Success Sr

Bourne End, England, United Kingdom

12/20/2024

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.

Manages a team of Customer Success Managers who build post-sales relationships with customers to drive and increase adoption and utilization of company products. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results.

Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsibilities:

• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs.
• Drive business process recommendations to eccelarate adoption, retention, upsell and value achievement while identifing and resolving risk and increasing ROI
• Hire, coach and develop individuals to be strong Customer Success leaders of their business
• Engage with team members to build and execute on their career and personal development plans
• Team with Sales, Marketing, Support and Professional Services to guide customers on their journey and help them maximize their investment
• Provide thought leadership as the Customer Success vision continues to evolve and help turn this vision into executable programs and processes for CSMs to deliver to customers driving continuous improvement and scale.
• Instrumental in driving best practices and training across the CS team members
• Facilitate and drive monthly executive cadence calls for assigned customers
• Attend and assist the team drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI.
• Partner with sales to identify expansion opportunities.
• Meet or exceed performance goals
  
  

Qualifications:

• Minimum of 5 years' relevant work experience in leading customer facing organization
• 5+ years of experience managing team
• Strong knowledge of business challenges/enterprise landscape
• Knowledge of SaaS products
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Ability to build strong internal and external relationships, strong mentor and leadership qualities
• Ability to speak at the Director and C-level
• Advantage:
• Knowledge of SalesForce
• Knowledge of additional European languages
• Retail/CPG or Supply Chain experience preferred
  
  

Benefits

• 4 volunteer days paid off
• Employee Assistance Program
• Private Medical Insurance
• Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments
• Employee referral bonus for bringing New Talent to Zebra
• Life & Pension insurance contribution
• Yearly salary increases
  
  

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.