Customer Success Account Manager

ZL Tech is a company that focuses on our customers first, working across the globe serving large enterprises from all industries. 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

About ZL Tech

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.

ZL Tech is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.