Director of Customer Success - Retail, Healthcare & Government (Remote/Hybrid Anywhere US)

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

• Manage a team of Customer Success Managers and Customer Success Specialists to support customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Create coverage model and staffing plan in conjunction with growth and regional sales AM / Specialists / Partner coverage models.
• Activate cross-functional collaboration framework for team to provide voice of the customer to drive key product quality, roadmap and operational process requirements to PLM/Eng and Service/Cloud Ops teams
• Set quota targets for CS Executive and Specialist teams including joint shared cross-sell/upsell targets with regional sales.
• Develop renewal/churn bookings and revenue targets for annual planning and provide regular monthly/quarterly financial forecast and outlooks to drive into regional sales and business unit updates.
• Manage OpEx budget including expected SIP attainment and T&L.
• Facilitate customer business and operations reviews and participate in success or calls to action plans as needed for key strategic customer retention.
• Provide commercial coaching and approve deals to ensure optimized price-to-win and GM attainment as well as manage commercial risk, non-standard T's & C's for renewals and crosssell/upsell.
• Create customer health score, call to action and success plan playbooks for use by the team.
• Partner with IT, Sales Ops and Customer Success Analytics leaders to optimize sales processes and drive maximum visibility of customer lifecycle and health scores through SFDC / Gainsight and other toolsets.

Minimum Requirements:

• Bachelor’s degree required

• 10 + years of recent experience in a direct customer success capacity

• 3 + years of people leadership experience within a customer success function to include experience leading leaders

• Strong knowledge of business challenges / enterprise landscape specifically in the Retail vertical

• Must come from the technology industry

• Must be based in the US. Talent located near a Zebra office will be expected to work a hybrid (x3 days/week in office) schedule. Willing to consider remote accommodations for talent not located within driving distance to a Zebra office. 25% travel to be expected.

Preferred Qualifications:

• Master’s Degree or relevant experience preferred.

• Vertical experience in Healthcare and/or Government.

• Experience with both hardware and software solutions.

• Deep financial acumen and commercial skills.

• Proven organizational design and talent development capabilities.

• Demonstrated success building strong internal and external relationships, including collaboration, conflict management and negotiation / influence.

• Strong mentor and leadership qualities.

• Executive communication skills and presence.

#LI-Remote

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. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com.

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