Mgr Customer Success Sr
Zebra
Fecha: hace 1 semana
ciudad: Bogotá, Bogotá D.C.
Tipo de contrato: Tiempo completo
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. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. 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
Required Qualifications:
Bachelor's degree required, Master's Degree or relevantexperience in consulting, professional services or customer
success
Minimum of 12 years' work experience in leading customerfacing organizations
Fluent level of English (written and verbal) as well as local language as applicable
Retail/CPG Or Supply Chain Experience Preferred
Key Skills and Competencies:
Ability to manage influence through persuasion,negotiation, and consensus building
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
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Experience managing teams of 5+ and managing
managers
Hybrid role:Bogota
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 ****** 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.
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. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. 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
Required Qualifications:
Bachelor's degree required, Master's Degree or relevantexperience in consulting, professional services or customer
success
Minimum of 12 years' work experience in leading customerfacing organizations
Fluent level of English (written and verbal) as well as local language as applicable
Retail/CPG Or Supply Chain Experience Preferred
Key Skills and Competencies:
Ability to manage influence through persuasion,negotiation, and consensus building
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
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Experience managing teams of 5+ and managing
managers
Hybrid role:Bogota
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 ****** 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.
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