Principal Customer Success Manager
vor 1 Monat
ZEDEDA is seeking a highly skilled Principal Customer Success Manager to lead our most strategic customers' onboarding, adoption, expansion, and renewal experience motions. As a key member of our Customer Experience organization, you will be responsible for guiding customers through the entire post-sales journey, advocating for their needs, and influencing our offering roadmap and improvements.
Responsibilities- Develop and execute Success Plans to ensure customers realize the value of their ZEDEDA investment.
- Lead the company's most strategic customer's onboarding, adoption, expansion, and renewal experience motions.
- Be the customers' guide through the entire post-sales journey, and advocate in influencing ZEDEDA offering roadmap and improvements.
- Drive offering adoption by consulting customers on when to expand their usage, adopt new functionality, and how to reduce time to value.
- Ensure contract renewals and expand upsell/cross-sell opportunities.
- Coach customers on how to establish and implement their Edge Computing Strategy.
- Engage with dissatisfied customers on Get Well or Escalation Plans in order to address their pain points quickly and effectively.
- Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their Edge Computing environments, as well as provide proactive information, guidance, and support.
- Drive customers' subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate customer concerns and ensure renewal readiness.
- Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and solution opportunities.
- Monitor key performance metrics like customer satisfaction, renewal rate, offering upsell/cross-sell revenue, reference-ability, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.
- Proactively engage Customer Support, Product Management, and Engineering to monitor and resolve complex technical issues.
- Deliver Executive Business Reviews (Technical Services Reviews, Business Reviews, etc..) with the support and involvement of the Account Team, Product Management, Engineering, and other groups.
- Work closely with the rest of the Customer Experience organization (Professional Services, Operational Support) and other key leadership in the Sales, Marketing, Support, Product Management, and Legal organizations in driving a friction-less customer experience.
- 10+ years of experience in large scale deployments, Virtualization, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals, and ability to understand Cloud-based SaaS offerings.
- Demonstrate industry-recognized credibility in the O&G and Renewables, Industrial Automation, Retail, and Automotive verticals. In addition, understand industry-recognized credibility in the AI/ML space is a plus.
- Required education and degree type: BS in Computer Science/Engineering or related field. MS or higher preferred.
- Experience selling to large enterprises and enterprises in emerging markets.
- Strong organizational and time management skills, possesses a sense of urgency.
- Project a professional image and demonstrates business acumen, driven to succeed.
- Ability to interact effectively with senior business managers and C-level executives.
- Ability to travel up to 25-50% of time.
- Demonstrated ability to foster collaboration and coordination with personal distributed across multiple global sites.
- Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
- Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision.
- Extensive experience in influencing teams across the organization to achieve desired customer outcomes.
- Extensive experience driving contract renewal motions as well as Upsell/Cross-sell engagements together with Sales.
- Passionate about driving and tracking a consistent engagement process with all supported.
- Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms.
- Positive, growth-oriented mindset.
- Thrives in a matrixed, team environment anchored by ZEDEDA's company values.
ZEDEDA offers a comprehensive total rewards approach that supports our employees and their loved ones. Our programs are competitive with industry standards and aligned with local laws and regulations.
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Principal Customer Success Manager
vor 4 Wochen
Berlin, Berlin, Deutschland ZEDEDA VollzeitJob Title: Principal Customer Success ManagerZEDEDA is seeking a highly skilled Principal Customer Success Manager to lead our most strategic customers' onboarding, adoption, expansion, and renewal experience motions. As a key member of our Customer Experience organization, you will be responsible for guiding customers through the entire post-sales journey,...
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Principal Customer Success Manager
vor 4 Wochen
Berlin, Berlin, Deutschland ZEDEDA VollzeitJob Title: Principal Customer Success ManagerZEDEDA is seeking a highly skilled Principal Customer Success Manager to lead our most strategic customers' onboarding, adoption, expansion, and renewal experience motions. As a key member of our Customer Experience organization, you will be responsible for guiding customers through the entire post-sales journey,...
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Principal Customer Success Manager
vor 4 Wochen
Berlin, Berlin, Deutschland ZEDEDA VollzeitJob Title: Principal Customer Success ManagerZEDEDA is seeking a highly skilled Principal Customer Success Manager to lead our most strategic customers' onboarding, adoption, expansion, and renewal experience motions. As a key member of our Customer Experience organization, you will be responsible for guiding customers through the entire post-sales journey,...
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Principal Customer Success Manager
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Berlin, Berlin, Deutschland ZEDEDA VollzeitJob Title: Principal Customer Success ManagerZEDEDA is seeking a highly skilled Principal Customer Success Manager to lead our most strategic customers' onboarding, adoption, expansion, and renewal experience motions. As a key member of our Customer Experience organization, you will be responsible for guiding customers through the entire post-sales journey,...
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