Customer Experience Specialist, Senior Advisor

Location JP-Tokyo
Job ID
95194
Function
Customer Service
Recruiter
Ayden Oh
LITag
#LI-AO1
Position Level
Senior Advisor/Principal/Senior Manager

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.

Responsibilities

Overview

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

Responsibilities

  • Demonstrates wide-range of experience to ensure overall service and solution delivery to achieve quality customer outcomes
  • Oversees and coordinates delivery of all aspects of client solution including custom features and add-ons, within established and communicated development
  • Manages the relationship with account and oversees customer satisfaction for assigned accounts
  • Acts as primary contact for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention/renewal
  • Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings/upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
  • Supports service delivery readiness on complex accounts which may inclement-national or global accounts or key customers
  • Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions
  • Ensures customer SLA's/KPI sand quality standards are met
  • Ensures territory/vertical readiness for new product and offer launches
  • Delivers service reference customer case studies to distinguish company services and solutions from competitors
  • Acts as primary training resource for critical installations or conversations
  • May support internal & external regional services sales activities
  • May assist in generating service-related RFP responses by providing unique service offerings and price exceptions
  • May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
  • Acts as the voice of the customer & partner for post-sale resolutions within the business

Qualifications

  • Advanced degree
  • 8-12 years of experience
  • English fluency-written and verbal. Local language requirement may also apply
  • Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values/orientation
  • Solid professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Demonstrates an understanding of key financial factors
  • Full knowledge of job-related knowledge and procedures
  • Intermediate to advanced skills in delegation and follow-up
  • Ability to design and deliver reports for clients

Come join the herd!

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, 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 workplace.accommodations@zebra.com.

The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf. The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf.

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

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