Government Customer Success Manager

Serves as the primary post-sale point of contact for our key government clients. Uses in-depth knowledge of the public sector, client industry, and/or business processes, deep knowledge of the ZPA platform, and technical expertise to drive and increase adoption and utilization of Zebra’s products within these strategic accounts.

Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with the desired outcome, and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result.

Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use while adhering to all government and agency-specific protocols.

May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. The CSE will be responsible for the tangible value generated from other Zebra solutions and future acquired businesses.

Qualified employees must reside in the US with the ability to travel +/- 25% or as business dictates. 

Please ensure resume submitted clearly showcase a proven track record of success in the government sector.

• 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.

 Minimum 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

Preferred Requirements:

• 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

Please note that this position will be providing services under a federal contract. As a result, completion of a successful federal security clearance is a requirement of the position. The applicant must complete and return to the federal agency a detailed security questionnaire as well as consent to and pass the following background screens:

1. US citizen required - individual must be able to obtain a Public Trust/Sensitive Security Clearance
2. 7 year employment/education verification
3. 5 year credit check
4. A pre-employment drug screen which will test for federally controlled substances, including THC, irrespective of state law
5. 5 year fingerprinted criminal background screen
6. 7 year criminal county search
7. Federal Criminal Search- all counties lived and worked in 7 years
8. 7 year multi jurisdiction search
9. Social Security Trace
10. Drug Test- 9 panel drug test
11. The federal agency and Zebra will comply with all applicable state and federal laws in administering background screening, including laws respecting consumer reports

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at [email protected]. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Know Your Rights:

https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

Conocza sus Derechos:

https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Pr

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary: USD 84900.00 - USD 127300.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.