Description:
Zema Global, a global leader in enterprise data management solutions, is seeking a passionate and customer-focused Customer Success Manager to join their dynamic team. This role is pivotal in ensuring Zema’s customers maximize the value of the ZEMA platform, driving adoption, satisfaction, and long-term success through proactive relationship management and strategic support.
This is a fantastic opportunity for a results-driven professional who excels in building strong client relationships, understanding customer needs, and collaborating with internal teams to deliver exceptional service. The ideal candidate will play a critical role in ensuring smooth onboarding, driving ongoing product adoption, identifying opportunities for upselling and cross-selling, and ultimately ensuring customer retention and success.
Key Responsibilities:
Customer Relationship Management:
- Serve as the primary point of contact and trusted advisor for key customers.
- Build and nurture strong relationships to fully understand customer goals and ensure ZEMA solutions align with their needs.
- Conduct regular service delivery reviews, covering performance, SLA compliance, and identifying areas for improvement.
Customer Success Planning:
- Work with customers to develop success roadmaps for ZEMA adoption (covering 3-month, 6-month, and 1-year plans).
- Identify and recommend upsell and cross-sell opportunities to enhance the customer’s experience and value from ZEMA.
- Promote best practices for ZEMA usage and help customers extract the maximum value from the platform.
- Ensure annual renewals go smoothly, drive positive referrals, and proactively address potential risks of dissatisfaction or churn.
Onboarding and Training:
- Lead key onboarding tasks for new customers, guiding them from implementation to live operation and further adoption.
- Deliver intermediate-level ZEMA training to ensure customers are comfortable and confident in using the platform.
- Maintain detailed documentation of customer use cases and processes within internal systems such as CRM, Confluence, and Runbook.
Service Oversight:
- Work closely with Support teams to ensure timely resolution of customer issues, maintaining strict SLA adherence.
- Proactively communicate system updates, upgrades, outages, and patch releases to customers.
- Continuously analyze customer usage trends, engagement levels, and health metrics, ensuring proactive intervention where needed.
- Escalate any customer concerns internally, ensuring they are addressed effectively and promptly.
Internal Collaboration:
- Act as the voice of the customer, ensuring customer feedback is shared internally to drive product enhancements and service improvements.
- Keep accurate and up-to-date records of all customer interactions within the CRM system and related tools such as Ivanti and Jira.
Mentorship and Process Enhancement:
- Mentor junior team members and support their professional development.
- Contribute to onboarding and training of new team members.
- Continuously review and improve Customer Success processes, seeking efficiencies and improvements.
- Collaborate with management to define and refine customer success KPIs, ensuring they align with business goals.
Qualifications:
Essential:
- Bachelor's or Master’s degree in Information Systems, Business, Technology, or a related field (or equivalent work experience).
- 3-5 years’ experience in a customer-facing role with a focus on customer success and relationship management.
- Strong analytical skills for tracking customer trends and creating action plans.
- Proficiency in MS Office (Excel, PowerPoint) and CRM systems.
- Outstanding communication and presentation skills.
- Proven ability to work across departments, advocate for customers, and influence internal stakeholders.
Desirable:
- Familiarity with ITIL, SOC, ISO, or similar service delivery frameworks.
- Experience working with Zema software (preferred but not essential).
Company Benefits:
- Competitive Salary – Reflecting your talent and contribution.
- 8% Employer Pension Contribution – Supporting your financial future.
- Private Medical Insurance (covering health and dental) – including coverage for dependents.
- Life Insurance – Providing security for your loved ones.
- Group Income Protection – Offering support when you need it most.
- Quarterly Target-Based Bonuses – Your success directly rewarded.
- Hybrid Working – Flexibility between home and office.
- 25 Days Annual Leave + Public Holidays – Work-life balance ensured.
- Learning & Development Opportunities – Supporting your career growth.
- Fun Culture & Regular Socials – Because great work should be enjoyable!
Equality and Diversity:
Zema Global is an equal opportunities employer, championing diversity and inclusivity. We welcome applications from individuals of all backgrounds, abilities, and experiences. If you require any adjustments to ensure an accessible recruitment process, please reach out to people@ze.com and the team will assist you.