Senior Manager of Customer Success (MT&L)

Remote Work YesOverviewAt Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.The Senior Manager manages a team of Customer Success Managers, with strong focus on MT&L (Manufacturing, Transportation, & Logistics) and Government verticals, 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.This remote role can be based anywhere in the US. ~ 50% travel to be expected.ResponsibilitiesCoach and lead team in the areas of Manufacturing, Transportation, Logistics, and governmentMeet 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 ROIHire, coach and develop individuals to be strong Customer Success leaders of their businessEngage with team members to build and execute on their career and personal development plansTeam with Sales, Marketing, Support and Professional Services to guide customers on their journey and help them maximize their investmentProvide 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 membersFacilitate and drive monthly executive cadence calls for assigned customersAttend 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

QualificationsMinimum QualificationsBachelor’s degree required12 + years' work experience in, or with, the MT&L industry supporting workflow modernization and value optimization.6+ years leading customer-facing organizations leading customer success managers and/or account managersMust reside in the US with the ability to travel as business dictates (~ 50%)

Preferred RequirementsMaster’s Degree or relevant experience in consulting, professional services, or customer successProven experience in supporting overall vision and strategic plan to drive product adoption, lead a positive customer experience, and deliver growth through renewals and retention.Background of building value-based customer relationships and leading/coaching teams with this area of focusAbility to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale and sales experienceStrong empathy for customers and passion for revenue growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented mindsetDemonstrated desire for continuous learning and improvementEnthusiastic and creative leader with the ability to inspire othersExcellent communication and presentation skills

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 workplace.accommodations@zebra.com .Know Your Rightshttps //www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdfConoce sus Derechoshttps //www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdfWe 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 110100.00 - USD 165100.00 YearlySalary 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. You can always verify the validity of a job posting or recruiter interaction by contacting us at HRServiceCenter@zebra.com If you are a victim of identity theft contact your local police department.#J-18808-Ljbffr