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Customer Success Manager

Location: Broomfield, CO

Data Management

Customer Success Manager

Job Locations US-CO-Broomfield
ID
2020-1762
Category
Customer Service/Support
Category 2
Operations
Category 3
Sales
Type
Regular Full-Time

Overview

ZOLL Data Systems is a leading digital health technology company servicing the needs of medics, firefighters, and other lifesavers. Our healthcare cloud-based technology solutions lead the industry in providing mission critical service to industries that provide life-saving services.  We have the resources and stability of a large company, but the nimbleness, ambition, and determination of a startup, because we used to be one.  Our vision is to improve lives through transformational People and Products.  

 

The ZOLL Data Customer Success & Operations team (CSO) is partnering with our customers and employees to lead our transformation from traditional enterprise software, one-time services focused on configuration & training, and reactive escalation management to cloud-based SaaS solutions, proactive Customer Success focused on delivering desired outcomes, and consultative Services.

 

The single most important objective of ZOLL Data Customer Success & Operations (CSO) is to help our customers achieve their expected outcomes. A key internal mission of CSO is to drive employee engagement by making sure our people are heard, growing, and keenly aware of how their daily work contributes to our mission.  We are seeking a Customer Success Manager to join our Customer Success Team.

 

Perks & Benefits: ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Additionally we have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service, social events and much more!  Our benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD, PTO and tuition assistance.

Responsibilities

The Customer Success Manager’s primary responsibilities are to take ownership of a portfolio of ZOLL Data Systems customers, commit to their success, and relentlessly work to remove barriers to successful outcomes both within their organization and cross-functionally within ZOLL Data Systems.  The most important outcomes of the Customer Success Manager is the retention of customers and the development of customer advocates for ZOLL Data Systems.

  • Own overall relationship with assigned clients, which includes ensuring adoption, optimizing satisfaction, improving retention, and driving upsells
  • Build trusted advisor relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
  • Work with customers to ensure they are leveraging ZOLL Data Systems solutions effectively and finding value in our services
  • Execute a proactive engagement strategy with their assigned customer accounts
  • Increase customer retention by proactively conducting regular health checks, business reviews, identifying creative solutions and working with internal teams to meet or exceed customer expectations
  • Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Maintain a revenue base by managing account retention and renewal activity
  • Work with all departments of ZOLL Data Systems to achieve our Customer Health targets including NPS and net revenue retention metrics
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Develop listening points in customer success processes, identify opportunities for continuous improvement, and share with cross-functional stakeholders
  • Define / maintain account health system and regularly communicate account updates / potential opportunities to all ZOLL Data Systems stakeholders

KPIs

  • Directly responsible for securing retention for your customer portfolio
  • Increase Adoption Metrics across each of your portfolio of accounts
  • Identify upsell and cross-sell opportunities within Customer organization and work closely with Sales to ensure closure
  • Work closely with Support and Onboarding Services to ensure resolution of customer’s technical projects and support issues within SLAs

Qualifications

  • You care deeply about the Customer – ensuring they are successful with ZOLL Data, and have a rich engagement with the ZOLL Data Systems teams that are focused on driving value realization for the customer
  • A change agent that can analyze multiple problems then develop and drive solutions
  • You love to document key information and believe in the value of a healthy system of record
  • You possess an understanding of the people, process, and technology realities that are part of transformation efforts, and approaches and tools to mitigate risks
  • You see the big picture, but still roll up your sleeves and dig into the system to execute against your customer's’ business goals
  • Impressive executive presence and communication abilities
  • 3+ years experience in Customer Success or equivalent history of increasing customer adoption and satisfaction/NPS scores
  • History of strong net revenue retention with your customers
  • Up to 30% travel

 

ZOLL appreciates and values diversity. We do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

 

ADA:  ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.