• Director Customer Experience & Renewals

    Location US-FL-Miramar
    Job ID
    89043
    Function
    Customer Service
  • Overview

    At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.

     

    A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

    Being a part of Zebra means making your mark as we make digital transformation a reality.

    It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

     

    Build Today. Create Tomorrow.

     

    Become a leader at a leading company.

     

    Become a Zebra.

     

    Second Level Management - directly leading Renewals Sales Specialist leaders (RSS) and Customer Experience Management (CEM) managers. Attains results within Zebra management policies and practices. Personal objectives typically defined as a "roll-up" of all CEM and RSS objectives. Generally considered an excellent coach, helping others attain success. Understands the services (Support and Managed) portfolio extremely well and knows how to win relative to competition; guides others same. As with all management, embodies One Zebra ahead of personal achievements. Establishes operational objectives, sales plans and customer support plans, and delegates assignments to subordinates. Involved in developing and executing policies that affect immediate operations and may also have region/company-wide effect. Establishes and handles budgets, schedules, work plans, and performance requirements. Exercises full supervision in terms of costs, methods and staffing. Confirmed strategic thinker that makes go-to-market strategy and operating practice changes that get results. Considered an industry authority by employees, peers, customers, and competitors. Acts as a resource to business unit general management and region general manager; responsible for developing a portion of the business unit annual and long term plans. Proven success in sales management a strong plus and strong technical solutions understanding.

     

    *MUST be Bilingual Spanish and reside in the Miramar, FL area*

    Responsibilities

    Knowledge/Expertise

    • Technical Skills - Helps develop Zebra technical solutions; expert in multiple areas
    • Knowledge of Zebra - Responsible for a portion of Zebra Business Direction/Strategy, typically crossing multiple businesses
    • Sales and Customer Support – Proven Sales and Customer Support Leadership; helps define the sales skills required for Zebra success and how best to obtain them
    • Managerial Skills - Builds policies and practices with appropriate functional support; validated high end managerial talent
    • Eye For Business - Sees bigger picture and adjusts business models for sustained long term growth; develops solutions that address future industry and Zebra needs
    • Market/customer Knowledge – Helps customers build market changing approaches to winning across multiple Zebra business environments

    Solution Complexity/Critical Thinking

    • Nature of Problems Solved – Solves complex problems which require unique solutions (e.g. integration of multiple technologies) that impact multiple Zebra businesses
    • Role in Addressing Problems – Anticipates and problem solves, initiates actions to prevent future problems Complexity of Solutions – High complexity with unique solutions required (no precedent); may be multi regional

    Freedom to Act

    • Level of Guidance – Develops Mentorship for Others; sets strong precedent for innovation and personal expertise in developing creative ideas, solutions, method and techniques; accountable for decisions that have a direct impact on Zebra overall
    • Takes Direction From – Business Unit Senior Leaders

    Customer Interface

    • Role – Typically leads Renewals and Customer Experience managers responsible for most complex customers
    • Level of Customer Contact – Generally C-Suite or director level decision makers
    • Main Level of Interaction – Defines the customer interface for a portion of a business or Zebra top account; sets stage for success through strategic customer interface
    • Required Knowledge of Customers – Future industry priorities, opportunities, and threats; future customer position

    Accountability

    • Business and Financial Impact – Typically directs or controls the business outcomes for sales and non-sales groups; responsible for revenue, margins, and expenses in the current year
    • Relative Size and Scope – Individual or team managed has very large impact on a Business and 1-2% minimum on Zebra or strategic growth potential to be there within a year or two
    • Types of Projects – Most complex deals or customer support environments; very large volume (see quota) where projects drive business success
    •  
      Strategic Impact for Zebra – High in near, mid, and long-term

    Qualifications

    Qualifications:

    • Preferred Education:
    • Advanced degree or equivalent experience.
    • Preferred Work Experience (years):
    • 15 years of applicable work experience including minimum 5 years management experience
    • Key Skills and Competencies:
    • Helps develop Zebra technical solutions; authority in multiple areas
    • Validated sales leadership; helps define the sales skills required for Zebra success and how best to obtain them
    • Builds policies and practices with appropriate functional support; confirmed high end managerial talent

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