Customer Success Manager

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.

The Customer Success Specialist 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 [email protected]. 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:

Conozca sus Derechos:

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.

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary: USD 84400.00 - USD 126600.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

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.