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Customer Success Manager

$80k-112k (estimate)
Full Time | Wholesale 4 Months Ago

Job Description
The Customer Success Manager (CSM) acts as a Trusted Advisor to a set of key strategic customers, ultimately responsible for ensuring their success. You will act as the Program Owner with overall responsibility for Customer Success for a set of complex accounts. The Sr. CSM will be responsible for driving Customer Success including renewals, assisting with expansion and upsell as well as helping customers achieve business value and ROI from their investment with Zift. The result is increased value, retention, positive customer satisfaction and ultimately expansion of the Zift footprint.


Location(s): Office based in Jersey City, NJ or Cary, NC; or Remote


Day-to-Day Responsibilities:

Responsibilities include but are not limited to:

  • Own the overall relationship with Zift for key strategic customer accounts.  Bring in appropriate resources to drive usage, growth and retention for each account.
  • Execute against an annual Customer Success plan and work with the customer to programmatically measure achievement against this plan.
  • Ensure customers derive maximum value from their investment in Zift by utilizing as much of the implemented platform as possible.
  • Manage the renewals process each year for designated accounts.
  • Identify new opportunities to upsell Customers and work with Upsell Manager to close.
  • Participate and help Execute against a migration plan for moving customers to ZiftONE as needed.
  • Build and nurture relationships across the account to solidify our partnership and commitment to the customer while penetrating the account deeper.
  • Working collaboratively in a team lead position with your CS team and share information across customer accounts to help customers understand the value of Zift through customer success stories.
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
  • Evangelize the capabilities of Zift across accounts.
  • Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Zift features and associated business benefits to address their needs.
  • Identify risks to the customer achieving their stated business goals and work with other Zift stakeholders to identify risk mitigation or resolution of an obstacle.
  • Participate in quarterly account reviews internally focusing on health of customer.
  • Lead Business (Success Plan) Reviews on a specified cadence.
  • Promote and manage upgrades to customers to utilize new features and realize new benefits.
  • Work with the Upsell Manager to provide pricing and contracts/SOW’s for renewal and additional products and services.
  • Utilize both Salesforce, Zift internal Wiki, and Looker systems to share information with the broader Zift team.
  • Communicate regularly with manager on status of all accounts.


Required Qualifications:

  • 2-5 years of Customer Success experience.
  • BA/BS or equivalent
  • Navigate customer organizational structures to identify and build relationships with executives and stakeholders.
  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment.
  • Effective at leading and facilitating executive meetings and workshops.
  • Proficient at being prescriptive and driving action-oriented meetings.
  • Strong knowledge of business processes (Sales, Marketing, Service, Support)
  • Working knowledge of Zift product and platform features, capabilities, and best use
  • Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog.
  • Ability to quickly grasp and distinctly explain technological and business concepts.
  • Channel Sales or Marketing experience, preferred
     

Travel Required: 0-10% 
 

About Zift:

Founded in 2006, Zift Solutions helps channel leaders deliver an unparalleled partner experience and capture more revenue with fully integrated tools, expertise, services and support. Zift is focused on enhancing channel partner program productivity and profitability by automating marketing, sales and operational processes. Over the last decade, the company has grown organically and via mergers and acquisition. Zift now employs over 200 people worldwide, with US-based headquarters in New Jersey and offices across the US, UK, Europe and Asia-Pacific regions.

As the Enterprise Channel Management leader, Zift synchronizes the people, processes and technology B2B organizations require to drive channel revenue and growth with Channel as a Service. Our comprehensive range of applications integrate seamlessly with established systems and infrastructure to speed time-to-sales, engage partners and provide greater ROI. Our customers are industry leaders and high-growth companies in the high-tech, manufacturing, telecommunications, financial services and insurance sectors. Our teams work together to create a positive impact on our customers, strategic partners and employees. 
 

EEO POLICY (EQUAL EMPLOYMENT OPPORTUNITY)

Zift Solutions practices equal opportunity without regards to race, religion, national origin, sex, sexual orientation, disability, citizenship, genetic information or any other characteristic protected by Federal, State or Local laws.

This policy applies to all personnel actions in all job classifications as well as to all terms and conditions of employment. It includes, but is not limited to, such areas as hiring, training, promotion, discipline, compensation, termination, benefits, transfer, layoff, recall and recreational programs.

As an equal opportunity employer, Zift Solutions, is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact us directly.

WEBSITE

ziftsolutions.com

HEADQUARTERS

CARY, NC

SIZE

<25

FOUNDED

2007

CEO

KEN RONLEY

REVENUE

$5M - $10M

INDUSTRY

Wholesale

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Zift Solutions, the leading provider of Channel as a Service (CHaaS), and Relayware, the leading Partner Relationship Management (PRM) software provider, have merged. Together, the two proven industry leaders will deliver comprehensive Enterprise Channel Management technology and services via Zifts Channel as a Service platform Zift is the Enterprise Channel Management leader, synchronizing the people, processes and technology organizations require to drive channel success. Relied on by more than 80% of top channel chiefs and more than half a million partners, Zift Channel as a Service enhance...s channel partner program productivity and profitability by automating marketing, sales and operational processes. Our comprehensive range of applications integrate seamlessly with established systems and infrastructure to speed time-to-sales, engage partners, provide faster ROI and deliver better results. More
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If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.

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During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products

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