Compensation Overview

Salary Range: 185000 to 200000 (Currency: USD) (Pay period: per-year-salary)

Responsibilities

• Lead the company’s most strategic customer’s onboarding, adoption, expansion and renewal experience motions
• Be the customers’ guide through the entire post-sales journey, and advocate in influencing ZEDEDA offering roadmap and improvements. 
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors
• Drive offering adoption by consulting them on when to expand their usage, adopt new functionality, and how to reduce time to value
• Ensure contract renewals and expand upsell / cross-sell opportunities Coach customers on how to establish and implement their Edge Computing Strategy Develop and execute Success Plans to ensure customers realize the value of their ZEDEDA investment
• Engage with dissatisfied customers on Get Well or Escalation Plans in order to address their pain points quickly and effectively
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their Edge Computing environments, as well as provide proactive information, guidance, and support.
• Drive customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate customer concerns and ensure renewal readiness.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and solution opportunities.
• Monitor key performance metrics like customer satisfaction, renewal rate, offering upsell/cross-sell revenue, reference-ability, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics. 
• Proactively engage Customer Support, Product Management and Engineering to monitor and resolve complex technical issues.
• Deliver Executive Business Reviews (Technical Services Reviews, Business Reviews, etc..) with the support and involvement of the Account Team, Product Management, Engineering and other groups
• Work closely with the rest of the Customer Experience organization (Professional Services, Operational Support) and other key leadership in the Sales, Marketing, Support, Product Management and Legal organizations in driving a friction-less customer experience

Qualifications

• 10+ years of experience in large scale deployments, Virtualization, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals and ability to understand Cloud based SaaS offerings
• Demonstrate industry recognized credibility in the O&G and Renewables, Industrial Automation, Retail and Automotive verticals.  In addition, understand industry recognized credibility in the AI/ML space is a plus
• Required education and degree type: BS in Computer Science/Engineering or related field.  MS or higher preferred
• Experience selling to large enterprises and enterprises in emerging marketsStrong organizational and time management skills, possesses a sense of urgencyProject a professional image and demonstrates business acumen, driven to succeed
• Ability to interact effectively with senior business managers and C-level executives
• Ability to travel up to 25-50% of time
• Demonstrated ability to foster collaboration and coordination with personal distributed across multiple global sites
• Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
• Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision.
• Extensive experience in influencing teams across the organization to achieve desired customer outcomes.
• Extensive experience driving contract renewal motions as well as Upsell / Cross-sell engagements together with Sales
• Passionate about driving and tracking a consistent engagement process with all supported customers.
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by ZEDEDA’s company values