Customer Success Manager

  • Zonos
  • St. George, UT, USA
  • Jan 10, 2022
Full time Technical Support Business Operations

Job Description

Zonos is the cross-border technology solution for online retailers and other solutions providers that deal with global e-commerce. Our mission statement, “create trust in global trade” drives our processes and outcomes. The key to creating trust is transparency, which has been lacking in the cross-border industry for consumers, merchants, and businesses. We deliver technology, not boxes. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you.

Overview

Zonos is seeking a Customer Success Manager to partner with our customers to continuously drive business value and ensure their success with our products. As a product and cross border eCommerce expert, our Customer Success Managers are primarily focused on adoption and expansion of Zonos’ products within existing accounts. 

What you will do...

  • Build and expand relationships with your customers to understand and document their goals, objectives and help them get the most out of Zonos products.
  • Identify, develop and execute upsell and expansion strategies and tactics to increase our revenue within our existing customer base.
  • Act as a consultant for customers and educate them on our products, features, and global trade policies that affect their international business.
  • Align to Zonos success metrics and develop strategic success plans to achieve the customer goals and objectives with solutions in our platform.
  • Communicate the value of Zonos products to customers through regular business reviews.
  • Empower customers to be Zonos product experts and train their teams on our products and dashboard so they become increasingly self-sufficient.
  • Identify common customer challenges and share feedback with the product team.
  • Proactively suggest improvement to existing processes internally and externally, and deliver best practices to customers to help deliver maximum value of our products.
  • Understand and monitor the health of all customers in your portfolio and prioritize activities based on risk and maintaining health.
  • Partner with Marketing to identify opportunities for customers to act as Zonos advocates, e.g. G2 reviews, Shopify App reviews, NPS, CSAT, testimonials, and case studies.
  • Proactively reach out to your portfolio of Zonos customers to ensure continued satisfaction with our products.
  • And more!

You could be a strong addition to the team if you...

  • Want to live in sunny St George and enjoy a healthy work-life balance;
  • Enjoy bridging communication gaps and streamlining organizational processes.
  • Technical experience with an API first product or eCommerce platforms
  • Have 3 years or more of Customer Success or Account Management experience
  • Self-motivated, proactive team player with innovative ideas to inspire customer growth, loyalty and adoption
  • Strong interpersonal skills and the ability to actively listen and take a thoughtful approach to addressing customers with diplomacy and poise under pressure
  • Are able to travel up to 30% (minimum once per quarter) +
  • Are ready to help us change how the planet trades

What we offer:

  • Competitive pay
  • Medical, Dental, Vision, & Life - we pay 100% of the employee premium!
  • Paid leave for maternity, paternity, and other life events
  • Employee Assistance Program
  • 401k retirement plan with generous company match
  • Flexible paid time off - we require all our Zonuts to take a minimum of 2 weeks off per year. Take some time to relax!
  • 1 month paid time off at 5 year anniversary
  • All of the office snacks and drinks you could possibly consume
  • Daily company lunch

Life at Zonos

Welcome to Southern Utah where the sun is shining 255 days out of the year, palm trees are swaying in the breeze, and adventure and exploration await! Neighboring the stunning Zion National Park, Southern Utah is known for its outdoor recreation. Explore endless options for biking and hiking trails all over town, enjoy watersports, boating, and fishing at Sand Hollow State Park, and when you need to get away, we are only a short hour and a half drive to the entertainment and fun of Las Vegas.

As a Zonut you’ll be able to take in the gorgeous view of St. George from Tech Ridge, a rapidly growing epicenter for tech, retail, and dining here in Southern Utah. As an organization, we are always striving to be a great company, not just a big company. We are constantly cultivating an environment of collaboration and teamwork, where our API’s and core values are the living, breathing heartbeat of everything we do. 

Here at Zonos we are committed to cultivating a team of ambitious and innovative people who are hungry and willing to stretch and grow. International trade is complicated and working at a growing cloud technology company is hard, but we are here to support your learning and development. For these reasons, if you are uncertain about applying, we encourage you to do so even if your experience doesn't exactly match the job description. We welcome diverse perspectives from people who think outside the box and aren't afraid to challenge assumptions. Come join us!

Learn more about Zonos, our mission, and the type of company we are building.

Zonos is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Zonos is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Whitney Harris, 800-942-0721, whitney@zonos.com.