Government Customer Success Manager

Zebra Technologies is a community of innovators focused on creating smart solutions. The Government Customer Success Manager serves as the primary post-sale point of contact for key government clients, driving product adoption and ensuring client satisfaction through effective account management and collaboration across departments.

Responsibilities:

• Manage a list of government clients on their post-sales journey, including kickoff, onboarding, adoption, renewals, and program advocacy
• Meet and exceed KPIs pertaining to client adoption, contract renewal, and expansion opportunities
• Own the client engagement process, from initial partnering to ongoing value delivery of the desired mission outcomes
• Work cross-functionally on internal projects to support and drive the continued evolution of the solution to meet public sector requirements
• Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives
• Ability to prioritize multiple and very different tasks on a daily basis
• Government clients may have very different use cases and specific needs; being able to stay organized and accomplish their goals is important to overall success
• Analyze and resolve product adoption issues, escalate client concerns and product needs appropriately while working with the correct internal groups and adhering to established communication protocols
• Facilitate client cadence calls, onsite and/or web trainings, ensuring compliance with all agency-specific security and access requirements
• Drive quarterly steering committee agendas, partnering with sales, Executive Management, and other resources to drive continued mission value and ROI
• Act as the voice of the client/agency and partner with them through their entire lifecycle
• Ensure the client's environment is maximized to exceed value and expectations over time
• Identify business process recommendations to accelerate adoption, retention, and value achievement while identifying and resolving risk, including compliance and security risks
• Deliver, document, and reference program success and mission impact reports to distinguish ZPA’s services and support future funding and program expansion
• Partner with the Federal sales team to identify expansion opportunities within existing contract vehicles and new programs

Requirements:

• Bachelor's degree required
• 5 + years' experience in B2B customer-facing account management, sales, customer success or an applicable position
• Experience working with customers in the government sector (FED and/or SLED)
• Must reside in the US with the ability to travel +/- 25% or as business dictates
• Must enjoy analyzing large data sets and working in Microsoft Excel
• Should possess strong knowledge of business challenges/enterprise landscape
• Must be highly collaborative with the proven ability to build strong internal and external relationships
• Demonstrated project management skills along with stellar organizational and communication skills
• Must possess an executive presence with the ability to speak at the Director and C-level