Customer Success Strategist

1 week ago

Milpitas, California, United States ZL Tech Full time
{"title": "Customer Success Manager", "description": "

ZL Tech is a company that prioritizes customer satisfaction, serving large enterprises globally across various industries. As a Customer Success Manager, you will be part of a team focused on delivering business value to our customers as their trusted advisor. Your goal will be to build long-term relationships, ensuring client retention and growth by presenting product information, addressing customer issues, and collaborating with the sales team on expansion and renewals. You will manage a group of customers throughout their journey, from implementation to ongoing support. You will be the guide to our customers in understanding the importance of customer experience and how to address user needs creatively.

Responsibilities
  • Help clients maximize the value of their investment in our products/services by identifying ways to improve performance, maximize adoption rates, and deliver high renewal rates.
  • Establish trust with multiple customer levels.
  • Drive positive renewals and build relationships with champions, decision-makers, and sponsors in coordination with sales account managers.
  • Drive high customer reference willingness.
  • Support the onboarding process for each new customer, from technical evaluation to ongoing support.
  • Drive regular and meaningful customer success reviews.
  • Assist the sales account team in identifying and driving expansion and adoption of our software and services.
  • Provide critical insights to the product team to improve our developing platform.
  • Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
  • Educate champions and their teams on the value of our solution and help uncover use cases before they become emergencies.
  • Contribute to initiatives outside of customer conversations that better the 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, handle customer tickets successfully.
  • Collaborate with account executives on planning, expansion, and retention.
  • Analyze and derive total addressable market, manage customer license utilization.
Skills and Qualifications
  • 3-5 years in enterprise software customer experience.
  • Technical curiosity or experience paired with the ability to learn and master company solutions and domain.
  • Proficient in clear customer communication, devising strategies for base expansion and retention.
  • Demonstrated success in educating and cultivating relationships with executive decision-makers, with a track record of business adoption and expansion.
  • Exceptional creative and critical thinking with a preemptive approach.
  • Strong communication, presentation, and adaptability to swiftly adjust strategies for 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 solves complex problems across many business units.
  • Experience working with SaaS products.
", "lang_code": "en-US"}

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