Senior Customer Success Manager

🕒 Outubro 1

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 14%

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Zetron

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1980

💼 Consultoria

📦 Logística

🎖️ Defesa

Consulting • Logistics • Defense

A Zetron é líder mundial em comunicações críticas, fornecendo soluções robustas que garantem uma comunicação contínua e confiável para os setores de segurança pública, saúde, transporte e utilities. Seus produtos incluem sistemas centralizados para centros de comando, soluções de land mobile radio e diversas tecnologias de dispatch e call-taking desenvolvidas para apoiar a resposta a emergências e as comunicações de segurança pública. A missão da Zetron é capacitar as organizações por meio de uma comunicação eficiente, permitindo que estejam sempre prontas e sempre operacionais, mesmo nas situações mais críticas.

Descrição

• Manage a portfolio of ACOM customer accounts across the Americas as the primary post-delivery contact • Build trusted relationships with executive, operational, and technical stakeholders • Understand customer goals, challenges, usage patterns, and upcoming needs • Conduct regular check-ins, business reviews, success planning, account planning, and follow-up • Monitor customer health signals, support themes, renewal timelines, and adoption indicators • Escalate risks early and coordinate proactive mitigation plans • Support customer renewals with CS Operations, Sales, Commercial Operations, and Finance • Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions • Partner with Sales to qualify and pursue expansion opportunities • Coordinate with Support, Product, and Engineering to resolve issues and improve customer experience • Support upgrades and deployment projects as needed • Capture customer feedback on ACOM products and services and support roadmap development • Support customer advocacy and referenceability • Maintain accurate customer information, health updates, renewal status, opportunity details, and action plans in appropriate systems • Success measured by customer health, satisfaction, retention, risk mitigation, and qualified expansion opportunities

🎯 Requisitos

• 8+ years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within Public Safety and/or Critical Communications industries • Extensive experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform • Experience supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations • Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management • Working understanding of renewals, customer retention, customer health, expansion/upsell motions and associated KPIs • Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps • Strong communication, follow-through, and relationship-building skills with technical and non-technical stakeholders • Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority • Ability to manage multiple geographically dispersed customer accounts, timelines, and priorities with good judgment and attention to detail • Experience managing renewals, maintenance agreements, service contracts, upgrades, and customer change activities • Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools • Ability to develop deep knowledge of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements • Travel requirements: up to 50%

🏖️ Benefícios

• Medical, Dental, Vision Benefits • 401(k), including a Company match • Generous Paid Time Off Packages • Company paid short-term and long-term disability coverage • Basic life insurance • Wellbeing benefits • Flexible working hours • Career growth through educational programs and trainings • 10 paid holidays • Incentive Bonus Plans • Perks and discounts • Supportive and collaborative culture • Comfortable and casual atmosphere

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