Customer Success Specialist

About the position

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. The Customer Success Specialist analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Oversees customer satisfaction for assigned accounts. Acts as primary contact and advocate for the customer.

Responsibilities

• Ensures overall service and solution delivery to achieve quality customer outcomes, with primary focus on inventory events for select retailers
• Manages the relationship with customer and oversees customer satisfaction for assigned accounts
• Acts as primary contact and advocate for the customer and behaves professionally to support customer retention / renewal
• Leads regular customer and partner meetings to review service plans and recommends improvement to services
• Advises the customer and introduces customer to new offerings / upsells to assist customer in solving business problems
• Demonstrates ownership of customer goals and working with internal departments to deliver project requests
• Interprets data provided by the customer and provides regular updates to management to help drive effective business decisions
• Ensures customer SLA's / KPIs and quality standards are met
• Ensures territory/vertical readiness for new product and offer launches
• Delivers service reference customer case studies to distinguish company services and solutions from competitors
• May support internal & external regional services sales activities and pilot testing
• May assist in generating service-related RFP responses by providing unique service offerings and price exceptions
• May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
• Acts as the voice of the customer & partner for post-sale resolutions within the business

Requirements

• Bachelor's degree and equivalent experience (or equivalent vocational qualification/experience)
• 5+ years of experience in customer success or operations management
• Ability to manage multiple, cross-functional work streams (Sales, Support, Engineering, Operations)
• Intermediate to advanced level skills in Microsoft 365
• Must work in our Holtsville, NY location on a hybrid basis (3 days a week in the office)

Nice-to-haves

• Experience in retail inventory technology and/or operational management
• Strong communication skills (listening, providing clear and concise information)
• Customer service values/orientation
• SaaS systems management background

Benefits

• Healthcare
• Wellness programs
• Inclusion networks
• Continued learning and development offerings
• Community service days
• Traditional insurances
• Compensation
• Parental leave
• Employee assistance program
• Paid time off offerings