5+ years of experience in customer success or account management roles
Strong understanding of enterprise data management and governance
Proven ability to build and maintain relationships with executive stakeholders
Excellent communication and presentation skills
Experience in driving customer renewals and expansions
Ability to translate complex customer needs into actionable solutions
Familiarity with SaaS products and customer onboarding processes
Responsibilities
Generate trust and credibility with customers at multiple levels
Drive customer renewals in collaboration with sales account managers
Cultivate relationships with customer champions and executive sponsors
Facilitate onboarding processes for new customers
Conduct regular customer success reviews to assess satisfaction
Assist sales teams in identifying opportunities for expansion
Provide feedback to product teams to enhance platform features
Educate customers on solution value and proactively address potential issues
Contribute to initiatives that enhance overall customer experience
Benefits
Opportunity to work with cutting-edge enterprise data solutions
Collaborative team environment focused on customer success
Access to ongoing professional development and training
Engagement with industry-leading technology and trends
Chance to influence product development based on customer feedback
Full Job Description
As a Customer Success Account Manager at ZL Tech, you will be a part of a team focused on delivering business value across our platform as our customer's trusted advisor. You will be focused on building loyalty to ensure long-term client retention and growth by presenting product information, addressing customer issues and helping the sales team with expansion and renewals. We are the experts: We dive in deep to understand the layout of our customer's infrastructure, environment and success criteria. We work to ensure that they know their opportunities and that their goals with ZL Tech are met! You will actively manage a group of customers on their journeys from getting implemented onward. You will be the guide to our customers in understanding why customer experience is essential and how they can creatively address the needs of their users. ZL Tech Customer Success Account Managers wield proven expertise, building deep and meaningful relationships and translating significant, complicated customer needs into straightforward, measurable solutions.
Responsibilities
Helping clients maximize the value of their investment in the company's products/services by identifying ways to improve performance, maximizing adoption rates and delivering high renewal rates. In this role, you should expect these responsibilities to be part of your day-to-day schedule: • Generate trust and credibility at multiple levels within assigned customers • Drive positive customer renewal disposition in coordination with the sales account manager • Build meaningful relationship with customer champions • Build meaningful relationships with executive decision-makers and sponsors • Drive high customer reference willingness • Support the onboarding process for each new customer, from technical evaluation onward • 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
For 27 years, ZL has been on the forefront of harnessing enterprise data for business intelligence. ZL's history of engineering and delivering large-scale solutions for managing enterprise data has positioned the company to capitalize on the rapid convergence of two massive industry trends-unstructured data governance and AI.
