Client Success Specialist

2 weeks ago

Milpitas, California, United States ZL Tech Full time
Customer Success Manager

ZL Tech is dedicated to prioritizing customer satisfaction, operating globally to serve large enterprises across various sectors. As a Customer Success Manager, you will play a pivotal role in a team that aims to deliver significant business value through our platform, acting as a trusted advisor to our clients.

Your primary focus will be on fostering loyalty to ensure long-term client retention and growth. This will involve presenting product information, resolving customer concerns, and assisting the sales team with expansion and renewal efforts. You will actively oversee a portfolio of customers throughout their journey, guiding them in understanding the importance of customer experience and how to creatively meet their users' needs.

KEY RESPONSIBILITIES

Assist clients in maximizing the value of their investment in our products and services by identifying opportunities for performance enhancement, increasing adoption rates, and ensuring high renewal rates. Your daily responsibilities will include:
  • Building trust at various levels within customer organizations.
  • Facilitating positive renewals and nurturing relationships with champions, decision-makers, and sponsors in collaboration with sales account managers.
  • Encouraging a high willingness for customer references.
  • Supporting the onboarding process for new customers, starting from technical evaluations.
  • Conducting regular and meaningful customer success reviews.
  • Collaborating with the sales account team to identify and drive the expansion and adoption of our software and services.
  • Providing valuable insights to the product team to enhance our evolving platform.
  • Monitoring customer health and introducing new, relevant features throughout the customer journey.
  • Educating champions and their teams on the value of our solutions, while proactively identifying use cases before they escalate into issues.
  • Contributing to initiatives beyond customer interactions that enhance the overall customer experience, both low-touch and high-touch.
QUANTITATIVE EXPECTATIONS
  • Ensure positive customer renewals, champion sentiment, and executive sponsorship.
  • Achieve customer reference willingness and meet net retention rate objectives.
  • Coordinate and execute regular success reviews, effectively manage customer inquiries.
  • Work closely with account executives on planning, expansion, and retention strategies.
  • Analyze and determine total addressable market, managing customer license utilization.
REQUIRED SKILLS AND QUALIFICATIONS
  • 3-5 years of experience in enterprise software customer experience.
  • Technical curiosity or experience combined with the ability to learn and master company solutions and domain.
  • Strong proficiency in clear customer communication, devising strategies for base expansion and retention.
  • Proven success in educating and building relationships with executive decision-makers, demonstrating a track record of business adoption and growth.
  • Exceptional creative and critical thinking skills with a proactive approach.
  • Excellent communication, presentation, and adaptability to swiftly adjust strategies to meet customer needs.
  • Demonstrated ability to manage multiple complex customer journeys simultaneously.
PREFERRED SKILLS
  • Domain and product expertise specific to the industry.
  • Experience managing accounts for products that address complex challenges across various business units.
  • Familiarity with SaaS products.
About ZL Technologies

Founded in 1999, ZL Technologies has established itself as a specialized provider of electronic data management software for the most demanding large enterprise environments. Our award-winning solutions address e-discovery, compliance, records management, storage optimization, and data analytics needs.

Built on the industry's most scalable platform, ZL enables leading organizations to comprehensively manage their digital assets. To meet this challenge, ZL has integrated several complex technologies into one seamless solution, allowing for the management of billions of documents from a centralized point of control.

ZL Tech is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, disability, or any other protected class.

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