[Hiring] Customer Success Manager Exec - Transportation & Logistics @Zebra Technologies

Role Description

Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

Qualified employees must reside in the US with the ability to travel up to 50% or as business dictates.

*Please ensure resume submitted clearly showcase a proven track record of success in manufacturing, transportation, logistics, and/or supply chain operations.

Essential Duties And Responsibilities

• Manage a list of strategic and top Manufacturing, Transportation, and Logistics (MTL) customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy.
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs within the MTL sector.
• Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives to streamline supply chain and operational workflows.
• Ability to prioritize multiple and very different tasks on a daily basis.
• Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately while working with the correct internal groups.
• Facilitate customer cadence calls, onsite visits to manufacturing plants or distribution centers, and/or web trainings.
• Drive quarterly steering committee agendas, partnering with sales, Executive Management and other resources to drive continued ROI for logistics and manufacturing operations.
• Act as the voice of the customer and partner with them through the entire customer journey.
• Ensure the customer environment is maximized to exceed value and expectations over time.
• Drive business process recommendations to accelerate the adoption, retention, upsell and value achievement while identifying and resolving risks specific to supply chain operations.
• Deliver, document and reference customer success stories to distinguish ZPA’s services in the industrial and logistics space.
• Partner with sales to identify expansion opportunities.

Qualifications

• Bachelor’s Degree
• 8+ years of Customer Success experience / experience in manufacturing, transportation, logistics, and/or supply chain operations
• B2B sales working with Fortune 500 companies in a pre or post-sales capacity, preferably within the MTL sector
• Strong knowledge of business challenges and the enterprise landscape specific to supply chain, logistics, and industrial automation
• Ideally located on the US East Coast or Central region
• Must be able to travel up to 50% of the time (including visits to industrial and operational sites)

Preferred Qualifications

• Understanding of channel and partner experience within the industrial or logistics ecosystem
• Team player, strong project management, organizational and communication skills
• Build strong internal and external relationships, strong mentor and leadership qualities
• Ability to speak at the Director and C-level (e.g., VP of Supply Chain, Plant Manager, COO)
• Subject matter expert in MTL industry trends, automation products, or related fields

Benefits

• Pay Range: $113,440.00 - $170,160.00 Annual
• Incentive Compensation: Opportunity to earn variable compensation in the form of commission for achieving quota, at 45%, in accordance with the terms of the applicable sales incentive plan.
• Zebra Total Rewards includes healthcare, wellness, inclusion networks, and continued learning and development offerings.
• Community service days, in addition to traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings.
• Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
• All Zebra roles are eligible for cash incentive programs.

Equal Opportunity Employer

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law.