Dir Customer Success

Remote Work: Hybrid

• Leads a team of senior Customer Success resources in Latin America to drive customer adoption and expansion through cross-sell / upsell, renewal, and retention activity across a group of key and strategic accounts.
• Manages account coverage strategy to build a team of Customer Success Executives and Specialists who serve as the primary point of contact for existing customers to ensure they are getting the level of service and expected ROI / value from their Zebra purchases.
• Uses in-depth knowledge of and contacts within the industry and customer success arena to recruit and develop strong talent to drive direct end customer success actions or create programs for execution by sales account managers or partner customer success teams.
• Creates organizational design, processes and resource plans to enable customer success coverage model for all GTM, use cases and customer segments.
• Works cross-functionally with sales, product business units and marketing to build value-engineering, commercial intelligence and product feedback to drive product roadmap and price to win.
• Direct responsibility for all renewal bookings and shared responsibility for identifying opportunities and closing additional revenue from upsell /cross-sell of related products, accountable for client renewal and retention results.
• Ensures best practices are adopted for product use.
• May handle escalations and coordinate cross-functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support.

• Manage a team of Customer Success Executives to support customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Create coverage model and staffing plan in conjunction with growth and regional sales AM / Specialists / Partner coverage models.
• Activate cross-functional collaboration framework for team to provide voice of the customer to drive key product quality, roadmap and operational process requirements to PLM/Eng and Service/Cloud Ops teams
• Set quota targets for CS Executive and Specialist teams including joint shared cross-sell/upsell targets with regional sales.
• Develop renewal/churn bookings and revenue targets for annual planning and provide regular monthly/quarterly financial forecast and outlooks to drive into regional sales and business unit updates.
• Manage OpEx budget including expected SIP attainment and T&L.
• Facilitate customer business and operations reviews and participate in success or calls to action plans as needed for key strategic customer retention.
• Provide commercial coaching and approve deals to ensure optimized price-to-win and GM attainment as well as manage commercial risk, non-standard T's & C's for renewals and crosssell/upsell.
• Create customer health score, call to action and success plan playbooks for use by the team.
• Partner with IT, Sales Ops and Customer Success Analytics leaders to optimize sales processes and drive maximum visibility of customer lifecycle and health scores through SFDC / Gainsight and other toolsets

Minimum requirements:

 Bachelor’s degree required, Master’s Degree or relevant experience preferred.

+ 5-8 + years work experience with sales and / or customer success experience preferred

Must be fluent in both English and Spanish (written and verbal)

Must have experience managing a team in a global enviroment

Key Skills and Competencies:

• Strong knowledge of business challenges / enterprise landscape
• Deep financial acumen and commercial skills
• Proven organizational design and talent development capabilities.
• Demonstrated success building strong internal and external relationships, including
  collaboration, conflict management and negotiation / influence.
• Strong mentor and leadership qualities.
• Communication skills, including ability to speak at the Director and C-level.
  Vertical experience in Transport & Logistics & Manufacturing.

• Travel Requirements: 30%