Customer Success Manager

Pay rate

Pay rate: $25.00 - $36.49/hr

We are seeking a dynamic and customer-focused professional with a strong background in sales or customer success, coupled with program management skills, to lead the migration of our customers from our legacy Workforce Connect (WCC) platform to our new WC Sync collaboration solution. This is a critical, hands-on role where you will serve as the primary driver of the end-to-end migration process.

The ideal candidate will excel at managing customer relationships, driving technology adoption, and ensuring a seamless transition. You will be the central point of contact for our sales teams, partners, and customers, responsible for articulating the value of the migration and ensuring its successful execution.

• Value Proposition & Customer Engagement:
  Effectively "sell" the benefits of switching to the Sync platform. Address customer concerns, highlight new capabilities, and clearly articulate the value proposition to drive adoption.
• Stakeholder Identification:
  Proactively navigate Salesforce (SFDC) and the Zebra/partner seller network to identify and engage the correct customer and internal contacts for each migration account.
• Commercial Analysis:
  Utilize the "Calc Tool" to provide customers with a clear estimate of the commercial impact and potential changes at their next renewal, facilitating a smooth commercial transition.
• Change Management & Communication:
  Clearly articulate the migration plan to all stakeholders. This includes detailing the process, defining roles and responsibilities (RASCI), and outlining the user training strategy.
• Cross-Functional Coordination:
  Partner closely with the Global Business Unit Program Manager to coordinate the technical execution and operational aspects of the migration.
• Liaise with our change management & communication team to address and resolve any sales process issues or escalations that may arise.

• Strong background in a sales, pre-sales, or customer success role with a proven track record of managing customer relationships and driving technology adoption.
• Proven experience in program or project management, preferably within a technology or software environment, with the ability to manage a complex process from start to finish.
• A "seller" mindset with the ability to persuade and influence stakeholders by emphasizing value and business outcomes.
• Proficiency with Salesforce (SFDC) for account and contact management.
• Excellent communication and presentation skills, with the ability to articulate complex changes to both technical and non-technical audiences.
• Experience with financial modelling or using tools to estimate commercial impact is a significant plus.
• Ability to work independently and navigate a complex, matrixed organization to achieve results.

The typical base pay for this role across the U.S. is: $25.00 - $36.49/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.

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