Customer Success Director

Job Description

Overview

At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.

A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

Being a part of Zebra means making your mark as we make digital transformation a reality.

It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

Calling all Changemakers.

Zebra is waiting for you.

Join us as we transform the edge of the enterprise.

Zebra Prescriptive Analytics (ZPA) prescribes actions in plain text using AI and machine learning. Our award-winning software automatically interprets your data to find valuable opportunities, alerting you in near-real time how to improve profits and margins.

The world's most recognized retail brands use ZPA. From hard-line and fashion to CPG and grocery, leading brands depend on ZPA to drive margin and efficiency.

The Customer Success Director focuses on delivering customer impact. As the business shifts focus from CapEx sales to OpEx sales and SaaS based solution selling, the on-going partnership towards success with customers becomes a key value proposition and a differentiator compared to the competition.

The person in this position will drive the strategy, define the policies and implement best practices to streamline customer adoption of Zebra technologies while enabling future sales growth.

Responsibilities

• Responsible for a portion of Zebra Business Direction/Strategy
• Lead Customer Success teams who manage customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Lead all aspects to ensure customers meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
• Solves complex problems which require unique solutions (e.g. integration of multiple technologies)
• Act as the voice of the customer and partner with them through the entire customer journey; Customer interface generally at C-Suite or director level
• Help shape and define future product enhancements that will increase customer adoption and implementation.
• Recommend business processes to accelerate the adoption, retention, upsell and value while identifying and resolving risk

Qualifications

• Bachelors degree required; Advanced degree or equivalent experience preferred
• 12+ years of applicable work experience
• Proven customer success management to help define success
• High level knowledge of business challenges
• Strong relationship building skills both internal and external
• Strong communications skills