Client Success Strategist

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 committed to delivering significant business value through our platform, acting as a trusted advisor to our clients.

Your primary focus will be on fostering loyalty to ensure sustained client retention and growth by presenting product insights, 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 recognizing the importance of customer experience and creatively addressing their users' needs.

KEY RESPONSIBILITIES

Facilitating clients in maximizing the value of their investment in our products/services by identifying performance enhancement opportunities, boosting adoption rates, and ensuring high renewal rates. Your daily responsibilities will include:
  • Building trust at various customer levels.
  • Encouraging positive renewals and nurturing relationships with champions, decision-makers, and sponsors in collaboration with sales account managers.
  • Promoting high customer reference willingness.
  • Supporting the onboarding process for new customers, starting from technical evaluation.
  • Conducting regular and meaningful customer success reviews.
  • Assisting the sales account team in identifying and driving expansion and adoption of our software and services.
  • Providing essential insights to the product team for platform improvement.
  • Monitoring customer health and introducing new, valuable features as they become relevant during the customer journey.
  • Educating champions and their teams on the value of our solution, and proactively uncovering 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 renewal, champion sentiment, and executive sponsorship.
  • Achieve customer reference willingness and meet net retention rate targets.
  • Coordinate and execute regular success reviews, effectively managing customer tickets.
  • Collaborate with account executives on planning, expansion, and retention strategies.
  • Analyze and derive 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, coupled with the ability to learn and master company solutions and domain.
  • Proficiency in clear customer communication, developing strategies for base expansion and retention.
  • Demonstrated success in educating and cultivating relationships with executive decision-makers, showcasing a track record of business adoption and expansion.
  • Exceptional creative and critical thinking skills with a proactive approach.
  • Strong communication, presentation, and adaptability to swiftly adjust strategies based on customer needs.
  • Proven ability to manage multiple complex customer journeys simultaneously.
PREFERRED SKILLS
  • Industry-specific domain and product expertise.
  • Experience managing accounts for a product that addresses complex challenges across various business units.
  • Experience working 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 offers leading organizations the capability to comprehensively manage their digital assets. To meet this challenge, ZL has engineered several complex technologies into one seamless solution to manage 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 federal, state, or local protected class.

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