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About the Role

Analyzes, designs, and implements changes to customer interaction points to enhance customer experience with company services and products. Oversees customer satisfaction for assigned accounts and acts as the primary client contact.

Responsibilities

• Collaborate with the Zebra Impact team to grow wallet share within large customers.
• Negotiate and drive large service contract renewals.
• Manage client relationships and oversee customer satisfaction for assigned accounts.
• Develop and execute customer success plans and conduct field studies/value assessments.
• Demonstrate a wide range of experience to ensure service and solution delivery for quality customer outcomes.
• Oversee and coordinate the delivery of all aspects of client solutions, including custom features.
• Act as the primary client contact, ensuring preparedness, professionalism, and efficiency.
• Plan, schedule, and execute customer and partner meetings to review service plans and recommend improvements.
• Advise clients and introduce new offerings/upsells to help solve business problems.
• Deliver cost reduction goals and demonstrate ownership of revenue goals and P&L understanding.
• Support service delivery readiness for complex, multi-national, or global accounts.
• Analyze customer-provided data and provide regular updates to management.
• Ensure customer SLAs/KPIs and quality standards are met.
• Ensure territory/vertical readiness for new product and offer launches.
• Deliver service reference customer case studies.
• Support internal & external regional services sales activities.
• Assist in generating service-related RFP responses.
• Act as the voice of the customer & partner for post-sale resolutions or escalations.
• Prioritize multiple and diverse tasks daily, managing different customer use cases and needs.
• Analyze and resolve product adoption issues, escalating concerns and product needs appropriately.
• Work with correct internal groups to address customer concerns and product needs.

Requirements

• Bachelor’s degree in any field is preferred.
• At least 5 years' work experience in a sales or commercial environment within the tech industry.
• Ability to communicate in basic English with internal stakeholders based outside of Japan.
• Ability to learn quickly and think analytically.
• Strong team player with project management, organizational, and communication skills.
• Ability to build strong internal and external relationships.
• Strong problem-solving skills.
• Ability to collaborate and engage correct cross-functional team members.
• Ability to be agile and navigate a rapidly evolving environment.
• Ability to use AI tools would be advantageous.

Skills

• Project management
• Organizational skills
• Communication skills
• Relationship building
• Problem solving
• Collaboration
• Agility

Location

• Japan

Work Type

• Hybrid work
• Adaptable hours

Experience Level

• At least 5 years

Education Level

• Bachelor's degree

Benefits

• Hybrid work
• Adaptable hours
• Summer Flex Fridays
• Focus Fridays
• Annual companywide well-being day

About the Company

• Zebra is a community of innovators developing smart solutions that anticipate customer and partner needs and solve their challenges.
• Zebra Nation offers a culture where employees are seen, heard, valued, and respected.
• Employees collaborate to deliver on the company's purpose, pushing boundaries to redefine the future of work.
• Zebra provides opportunities for learning and leadership in a forward-thinking environment.