About us
At Zema Global, we’re not just the global leader in enterprise data management—we’re a team driven by passion, innovation, and a shared commitment to excellence. Our success is powered by the incredible people who make up our diverse workforce. Every day, we work together to deliver outstanding results, putting customer service and performance at the heart of everything we do. With backgrounds as unique as our ideas, we foster a culture where creativity, collaboration, and mutual respect are the foundation. Here, we don’t just work together—we thrive together. Our shared values unite us, allowing us to confidently say, “We are Zema Global”.
Job Overview
As a Customer Success Manager, you will be at the forefront of ensuring our customers maximize the value of ZEMA, driving adoption, satisfaction, and success through proactive relationship management and strategic support.
Responsibilities
Customer Operations Management:
* Serve as the primary point of contact and trusted advisor for key customers.
* Foster strong relationships to understand customer goals and align ZEMA solutions with their needs.
* Conduct regular service delivery reviews, focusing on performance, SLA adherence, and opportunities for improvement.
Customer Success Strategy:
* Collaborate with customers to establish success roadmaps for ZEMA adoption (3-month, 6-month, 1-year plans).
* Identify upsell and cross-sell opportunities and make recommendations to enhance customer success.
* Monitor and promote best practices for using ZEMA products and services.
* Ensure successful annual renewals, drive positive referrals, and implement strategies to prevent dissatisfaction or contract termination.
Onboarding and Enablement:
* Lead critical task management during customer onboarding, from implementation to live operation and continued expansion.
* Provide intermediate-level ZEMA training to ensure user adoption and understanding.
* Document customer use cases and EOD processes in the internal repository, CRM tool, and Runbook.
Service Delivery Oversight:
* Partner with the Support team ensuring timely resolutions aligned with SLA commitments.
* Coordinate and communicate updates on application changes, outages, upgrades, and patch releases.
* Ensure new data, product, and service requirements are met to the customer’s satisfaction.
* Analyze usage trends to determine customer engagement, health metrics, identify potential issues, uncover expansion opportunities, and optimize service delivery.
* Escalate customer concerns effectively to internal teams, ensuring resolutions are aligned with the customer’s expectations.
Internal Collaboration:
* Act as the voice of the customer within ZEMA, collaborating across departments to streamline customer experience, address challenges efficiently, share insights, and drive continuous improvements in products and services licensed by the customers.
* Maintain accurate customer records, including all interactions, using CRM and other tools (Confluence, Ivanti, Jira).
Mentorship and Leadership:
* Mentor junior team members and assist with onboarding and training new hires.
* Step in as a backup for other Customer Success team members as needed.
* Drive process improvements to enhance the overall customer experience.
* Proactively identify opportunities to increase efficiency and effectiveness within the Customer Success function.
* Collaborate with the Management team to develop and refine customer success metrics and KPIs, ensuring alignment with overall business objectives.
Qualifications
Essential:
* Bachelor’s or master’s degree in information systems, Business, Technology or related field (or equivalent work experience).
* 3–5 years in a customer-facing role, with a focus on building customer relationships and driving success.
* Strong analytical skills to track customer usage trends, identify risks, and develop strategic action plans.
* Proficiency in MS Office (Excel, PowerPoint) and CRM tools.
* Exceptional communication and presentation skills.
* Demonstrated ability to collaborate with cross-functional teams to solve complex customer challenges, influence internal stakeholders, and advocate for customer needs.
Desirable:
* Understanding of service delivery principles, with familiarity with ITIL, SOC, ISO, or similar standards (preferred).
* Experience with ZEMA software (preferred but not required).
What We Offer
Join a dynamic, global team and enjoy a range of exciting benefits, including:
* Competitive Salary – Because we believe in rewarding great talent!
* Private Medical Insurance (Health & Dental) – Plus, coverage for your dependants, too!
* Group Income Protection – Supporting you when you need it most!
* Hybrid Working – Flexibility to work from home or the office.
* Professional Development & Learning Opportunities – We support your growth!
* Fun Culture & Regular Socials – Because work should be enjoyable!
* 25 Days Annual Leave + Public Holidays – Time to recharge and enjoy life.
* Quarterly Target-Based Bonuses – Hit your goals and get rewarded!
* Life Insurance – We’ve got you covered, no matter what.
* 8% Employer Pension Contribution – Your future’s looking bright!
At Zema, we’re all about creating equal opportunities for everyone—no matter your background, abilities, or experiences. If you need any adjustments during the recruitment process to help you shine, just let us know! Our People Team is here to support you and ensure everything goes smoothly. Simply reach out to us at people@ze.com, and we’ll handle the rest.
Equality and Diversity: Zema Global is proud to be an equal opportunities employer, championing diversity and inclusivity at every level. We welcome applications from people of all backgrounds, genders, races, sexual orientations, abilities, and beliefs. Discrimination has no place here—just respect, opportunity, and a whole lot of teamwork.
Ready to apply?
We can’t wait to hear from you! If you're excited about this opportunity, send us your application, and we'll get back to you as soon as possible. We’re looking forward to seeing how you can make an impact with us! Got questions? Don’t hesitate to reach out—let's chat!
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