Client Success Specialist

2 weeks ago

Milpitas, California, United States ZL Technologies Full time
Customer Engagement Manager


ZL Technologies is dedicated to prioritizing customer satisfaction, operating globally to serve large enterprises across various sectors.

As a Customer Engagement Manager, you will join a team committed to delivering significant business value through our platform, acting as a trusted advisor to our clients.


Your focus will be on fostering loyalty to ensure long-term client retention and growth by presenting product insights, resolving customer concerns, and assisting the sales team with expansions and renewals.

You will actively oversee a portfolio of clients throughout their journey from implementation onward.

You will guide our clients in recognizing the importance of customer experience and how they can creatively meet the needs of their users.


KEY RESPONSIBILITIES


Assist clients in maximizing the value of their investment in our products/services by identifying performance improvement opportunities, enhancing adoption rates, and achieving high renewal rates.

In this role, you can expect the following responsibilities to be part of your daily activities:

Build trust at various customer levels.

Facilitate positive renewals and cultivate relationships with champions, decision-makers, and sponsors in collaboration with sales account managers.

Encourage high customer reference willingness.

Support the onboarding process for each new client, starting from technical evaluation.

Conduct regular and meaningful customer success reviews.

Assist the sales account team in identifying and promoting the expansion and adoption of our software and services.

Provide essential insights to the product team to enhance our evolving platform.

Monitor customer health and introduce new, valuable features as they become relevant during the customer journey.


Educate champions and their teams on the value of our solutions, helping to uncover use cases before they escalate into emergencies.

Contribute to initiatives beyond customer interactions that enhance the 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 targets.

Coordinate and execute regular success reviews, effectively handle customer tickets.

Collaborate with account executives on planning, expansion, and retention.

Analyze and derive total addressable market, manage 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.

Proficiency in clear customer communication, developing strategies for base expansion and retention.

Demonstrated success in educating and nurturing relationships with executive decision-makers, with a proven track record of business adoption and expansion.

Exceptional creative and critical thinking with a proactive approach.

Strong communication, presentation skills, 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 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.

Award-winning ZL solutions tackle 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 entire digital assets.

To meet this challenge, ZL has engineered several complex technologies into one seamless solution to manage billions of documents from a unified control point.


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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