Customer Success Advocate
Há 6 dias
At Zebra, we're committed to delivering exceptional customer experiences. As a Customer Success Advocate, you'll play a vital role in driving post-sale retention and adoption for our customers. Your primary responsibility will be to create programs and calls to action that drive lifecycle retention and adoption for segments of customers. You'll work closely with Customer Success Executives, Account Managers, and Partner Customer Success resources to identify opportunities and develop strategies to increase adoption and utilization of our products.
Key Responsibilities:
Manage a segment of non-key/focused account customers on their post-sales customer journey, including onboarding, adoption, renewals, and advocacy.
Meet and exceed KPIs pertaining to customer adoption, upsell, renewal, and advocacy programs.
Create and execute an adoption and upsell plan, providing awareness across the organization and driving both strategic and tactical initiatives.
Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately while working with the correct internal groups.
Facilitate customer feedback for and act as the voice of the customer for accounts not covered by Customer Success Executives.
Ensure customers using the optimized product/solution configuration and scope to exceed value and expectations over time.
Partner with Customer Success Analysts, Marketing, and Product PLM to identify expansion opportunities and create upsell/cross-sell campaigns to push out to AMs, CSEs, and Partners.
Develop understanding of typical business challenges faced by customers and common objectives to map solutions and benefits to address customer needs.
Create and implement change management plans for lifecycle success, including changes in Zebra lifecycle support or implementation process or product feature EOL/ transitions.
Drive requirements for Customer Success Platform, including templates and playbooks.
Qualifications:
Bachelor's degree or equivalent experience required.
2-5 years' vertical marketing, sales, and/or customer success experience.
Ability to learn quickly, including strong technical acumen.
Strong communication skills.
Synthesize complex data into themes and develop recommendations, programs, calls-to-action.
Logical, structured thinking to build actionable, executable plans.
Fluent level of English (written and verbal).
Team player with proven track-record of building relationships with sales and operations leaders.
Relevant workflow and/or operations understanding for solution/vertical area.
Financial acumen to build ROI models.
Hybrid Work:
São Paulo, Brasil
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