Essential Duties and Responsibilities:
– Manage a list of 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
– Own the customer operation process from partnering to ongoing value delivery of the desired outcome
– Work cross-functionally on internal projects to support and drive the continued evolution of the solution.
– Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
©2015 ZIH Corp. All rights reserved.
Zebra and the stylized Zebra head are trademarks of ZIH Corp., registered in many jurisdictions worldwide. All other trademarks are the property of their
respective owners.
– Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplish their goals is important to overall success.
– Analyze and resolve product adoption issues, escalate customer concerns and prodcut needs appropriately while working with the correct internal groups.
– Facilitate customer cadence calls, onsite and/or web trainings
– Drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI.
– Act as the voice of the customer and partner with them through the entire customer journey
– Ensure customer environment is maximized to exceed value and expectations over time
– Identify business process recommendations to eccelarate the adoption, retention, upsell and value achievement while identifing and resolving risk
– Deliver, document and referrence customer success stories to distinguish ZPA’s services
– Partner with client partner group to identify expansion opportunities.