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Senior Lead - Customer Success

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Employer Provided Salary: 140,000-146,250 Annually

ZS is a place where passion changes lives. As a management consulting and technology firm focused on transforming global healthcare and beyond, our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping solutions from start to finish. At ZS, we believe that making an impact demands a different approach; and that's why here your ideas elevate actions, and here you'll have the freedom to define your own path and pursue cutting-edge work. We partner collaboratively with our clients to develop products that create value and deliver company results across critical areas of their business including portfolio strategy, customer insights, research and development, operational and technology transformation, marketing strategy and many more. If you dare to think differently, join us, and find a path where your passion can change lives.
Our most valuable asset is our people.
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems-the ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about. Learn more
Sr. Lead, Customer Success
ZS's Beyond Healthcare Analytics (BHCA) Team is shaping one of the growth vertical & key focus area for ZS, Beyond Healthcare engagement, comprising of clients from industries like Technology, Food & Beverage, Hospitality, Travel, Insurance, Consumer Products Goods & other such industries. Being part of BHCA Team at ZS will be an opportunity for you to work on cutting-edge solutions including areas like AI SaaS products, Advanced analytics & AI frameworks, Generative AI applications, Data Engineering frameworks and working in a cross-capability Business-Tech teams utilizing new age data sources to shape innovations across multiple areas, for our clients and the broader ZS community.
Sr. Lead, Customer Success role is the client facing lead who owns the end-to-end delivery on aligned objectives with clients, builds required storyboards with insights / impact summary, accountable for delivering client impact, translating client requirements to teams responsible for building data science modelling & engineering setup, breaks down unstructured business problems for multiple of clients and project teams leveraging problem solving frameworks, analysis tools & techniques.
Sr. Lead - Customer Success leverage their Business Acumen, Data Science and engineering skills to build Advanced analytics processes, build operational process pipelines and finds and presents data-driven insights that help our clients solve their most important business problems and bring optimizations to life. Sr. Lead - Customer Success also engage with Project Leadership team and clients to help them understand the insights, summaries, implications and make plans to act on them.
What You'll Do

Deep analytics-tech expertise:
- Develop and implement advanced algorithms that solve complex business problems in a computationally efficient and statistically effective manner leveraging tools like PySpark, Python, SQL on Client/ZS cloud environment.
- Execute statistical and data modelling techniques (e.g. hypothesis testing, A/B Testing setup, marketing impact analytics, statistical validity etc.) on large data sets to identify trends, figures and other relevant information with scalable and operational process implementations.
- Expertise in devising and implementing pragmatic solutions for complex business problems by breaking down into simpler problems with best-in-class industry focused frameworks.
Communication, collaboration, unstructured problem solving and client management (in a high performing and high intensity team environment):
- Lead multiple client engagement teams to design and execute solution setup (right data science algorithm, data modelling setup, design success metrics/KPIs and stakeholder management) in sustainable and profitable manner; drive value and client impact; identify new use cases; proactive in approach.
- Problem solving and Client management: Understand and manage client business priorities, sizes business opportunities, develop product use cases, and enable the use case for the clients in sustainable manner
- Collaboration: lead the engagement with a cross-functional team to drive success on client engagement objectives. Envisions and deliver holistic solutions comprising of best practices from Frontend and Backend engineering, Data Science, and ML Engineering area.
- Storyboarding & impact communication: Build & present effective storyboards with solution impact to clients and ZS Leadership
- Scaling mindset: Provide a structure to client engagement with effective solutions at scale, able to convert solutions delivered to product modules and build automation
- Team management: Builds and export best practices and learnings to broader team and mentor junior team members on teams
Thought leadership and executive presence:
- Synthesize key learnings from client engagements and drive business development
- Focus on building the presence of the space and thought leadership content around the impact delivered with publications across esteemed platforms (Medium, ZS.Com, journals etc.)

What You'll Bring

A master's or bachelor's degree in Computer Science (or Statistics) from a premier institute, and strong academic performance with analytics and quantitative coursework is required
Knowledge of programming - Python (Deep Expertise), Pyspark, SQL. Strong process evaluations and QC skills to debug and update the processes and boost efficiency
Expertise in machine learning, regression, clustering, and classification models (preferably in a product environment)
Knowledge of big data/advanced analytics concepts and algorithms (e.g. social listening, recommender systems, predictive modeling, etc.)
At least 5-6+ years of relevant post-collegiate work experience, preferably in industries like B2C, Product companies, in execution roles focused on Data & Decision Sciences, Data Engineering, Stakeholder management and building scalable processes.
Excellent critical thinking, logical reasoning, and problem-solving skills
Publishes thought leadership content across channels and builds industry focused POVs around projects driven
High motivation, good work ethic, maturity and personal initiative for leading and managing teams
Strong oral and written communication skills that enable personal impact with senior-level decision makers.
Experience of leading a team of at least 5-6 people for 5+ years of work experience
Should have hands on analytics experience where the candidate has worked on the algorithms/ methodology from scratch and not merely executed existing codes and processes
Strong attention to detail, with a quality-focused mindset

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Considering applying?
At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact in global healthcare and beyond. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above.
ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
To Complete Your Application:
Candidates must possess or be able to obtain work authorization for their intended country of employment.
ZS is committed to providing and maintaining a safe workplace. In order to keep its employees safe, ZS recommends that all its employees and contractors be fully vaccinated against COVID-19. Proof of vaccination can be voluntarily provided upon acceptance of offer of employment.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com
Salary: $140,000.00 - $146,250.00

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Laura Elisa Montealegre

Principal, Digital & Technology

Customer Centricity Wins

Real World Impact

For Laura, it’s not the most thrilling tech that brings her joy — but the most impactful. “What I find most rewarding is working together with my global team to release tangible products that our users value and adopt every few months,” she said. One of the projects she has found most fulfilling is a complex multi-brand endeavor that empowers clients to transform their data environment to drive scalable analytics across their organization. “The impact would be reduced time to market and reduced cost to federate data across our client’s ecosystem,” she told Built In.

We are in a world where digital and data literacy are critical to an organization’s success and strategy. It’s not what technology clients use that differentiates but how we empower them with tools to extract value.

Vidya Viswanathan

Director, Digital Products & Solutions

Nothing Is Impossible

Disrupting the Status Quo

When Vidya looks at the modern healthcare landscape, she sees an opportunity for disruption. “Digital has shown us so far that nothing is impossible — we can solve problems that we have learned to accept as status quo,” Vidya said. She imagines a world where healthcare can be a seamless experience, powered by design, tech and data that ZS brings together. “Through data unlocking and building intelligence on it, we can solve for the foundational access challenges from outdated tech and data silos — effectively defragmenting the space and creating true impact,” she added.

Our aim is not to just push out another digital product into the already crowded space and earn some market share — it’s to help patients and providers access therapies with ease.

Andre Elder

Chief Information Security Officer

Data Is the Foundation

Cybersecurity at the Forefront

As an Air Force and National Security Agency veteran, Andre is bringing cybersecurity to the forefront of ZS’s efforts. “We can’t do our jobs and service our clients successfully without security — data is at the foundation of everything we do,” Andre said. At ZS, Andre has been given the space to flex his rich background in cybersecurity and military intelligence. “Being in a security function, we aren’t in a space with a lot of autonomy, but working here affords me the opportunity to make the case on why specific risks are important, then proceed to build capabilities that reduce risk.”

The autonomy I have at ZS provides the necessary support to the business, ensuring strategic goals and objectives are obtained.

What are ZS Perks + Benefits

ZS Benefits Overview

ZS offers competitive and comprehensive benefits, and strives to foster an inclusive environment for all. In addition to full medical, dental, vision, life and disability insurance, ZS offers generous PTO, family leave and fertility benefits, opportunities for learning and development, volunteer opportunities, social events, and a robust Belonging Network to engage with like-minded ZSers around the globe.

Culture

Volunteer in local community

ZSers have many opportunities to volunteer, donate and participate in pro-bono projects and events, throughout the year and on our global annual day of giving, ZS Cares Day.

Partners with nonprofits

ZS partners with many nonprofits, locally and globally, to provide volunteer hours and pro-bono project support.

Open door policy

Team based strategic planning

Pair programming

Open office floor plan

Employee resource groups

Employee-led culture committees

Hybrid work model

In-person all-hands meetings

ZS leadership conducts a company-wide meeting in a different ZS location each quarter, ensuring ZSers around the globe have the opportunity to connect with our leaders no matter where they're located.

Employee awards

Flexible work schedule

ZSers can work with their HR leader to request accommodations based on their individual needs.

Remote work program

ZSers can work with their HR leader to request accommodations based on their individual needs.

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Highly diverse management team

ZSers elect leadership each cycle, a structure ZS’s founders established to ensure cultural continuity and elevate leaders who embody the firm’s dedication to strategy, innovation & collaboration.

Mandated unconscious bias training

ZS aims to provide a bias-neutral experience for ZSers, including the hiring process and performance management. We offer support & training at all levels and are guided by our Hiring Bill of Rights.

Diversity manifesto

Diversity employee resource groups

All ZSers are invited to join our ZSer-led global Inclusion and Diversity Groups and Belonging Networks that help give voice to underrepresented ZSers across our firm.

Hiring practices that promote diversity

ZS strives for a bias-neutral hiring experience at each step of the process, and provides training and resources for all ZS interviewers. ZS developed a Hiring Bill of Rights to outline our commitment

Diversity recruitment program

The ZS SEED program is designed to help ZS engage with bright young minds at historically Black colleges and universities.

Health Insurance + Wellness

Flexible Spending Account (FSA)

ZSers can opt-in to cover out-of-pocket medical expenses with pre-tax contributions.

Disability insurance

ZS provides short term disability benefits for up to six months. After six months, you may be eligible for benefits under ZS’s long-term disability program.

Dental insurance

ZS offers employees, spouses/domestic partners and dependents access to a complete dental plan for a low monthly premium, including preventive and basic services.

Vision insurance

ZS offers vision insurance as part of the ZS medical plan.

Health insurance

ZS offers comprehensive medical insurance to employees, spouses/domestic partners and dependents for a low monthly premium.

Life insurance

ZS covers the cost of basic insurance at 100%.

Wellness programs

All ZSers are invited to join Healthy Minds @ ZS, an employee resource group that prioritizes mental health for all. ZS also offers perks such as discounted fitness classes through local gyms.

Mental health benefits

ZS offer mental health benefits through medical insurance and has partnered with Workplace Options to support ZSers and their immediate family members/dependents with in-the-moment support.

Transgender health care benefits

Financial & Retirement

401(K)

ZS helps our people prepare for their future with 401(k) retirement savings.

401(K) matching

ZS offers 3% matching.

Performance bonus

Year-end bonuses are paid out before the end of December. Bonuses are determined by company and personal performance, weighted heavily towards your own efforts.

Charitable contribution matching

ZS matches employee donations and/or volunteer time, up to an annual maximum of $2,000 USD.

Child Care & Parental Leave

Childcare benefits

ZS provides access to back-up care for children, adult, elder family members and pets during a lapse or breakdown in normal care arrangements at a significantly reduced rate, up to 10 times per year.

Generous parental leave

The Family Leave Program offers 10 weeks of paid time off for the birth or adoption of a child or the serious health condition of a family member. 

Family medical leave

The Family Leave Program offers 10 weeks of paid time off for the birth or adoption of a child or the serious health condition of a family member. 

Return-to-work program post parental leave

Company sponsored family events

ZS offers many company sponsored events, both inside and outside of the office, including holiday parties, bring your child to work day, and admission to sporting events and amusement parks.

Fertility benefits

ZS covers medically required infertility services, as well as egg retrieval cycles, cryopreservation and egg freezing.

Vacation + Time Off

Generous PTO

ZSs receive three weeks of paid time off per year. Principal and manager level roles start with four weeks of paid time off.

Paid volunteer time

ZSers have the opportunity to participate in our global day of service, ZS Cares Day, as well as many volunteer and pro-bono projects throughout the year.

Paid holidays

Paid sick days

ZS offers up to one week of paid sick leave annually, in addition to regular PTO.

Flexible time off

Floating holidays

Bereavement leave benefits

Office Perks

Commuter benefits

ZS offers pre-tax commuter benefits to all employees.

Company-sponsored outings

ZS offers many company events, including annual holiday parties, summer outings and other events.

Free snacks and drinks

ZS offices have stocked kitchens with drinks and snacks.

Some meals provided

Company-sponsored happy hours

Join ZS teams for happy hours, such as a meet and greet with a local chapter of a ZSer-led resource group or office-wide beverage cart.

Recreational clubs

Join one of our many ZSer-led groups, including sports leagues, book clubs and more.

Relocation assistance

ZS provides relocation assistance on an as-needed basis. ZSers can work with the ZS mobility team and their HR lead on their specific circumstances.

Professional Development

Job training & conferences

ZS offers dedicated learning and training resources available from day one, enabling ZSers to gain skills, capabilities and knowledge relevant to their professional growth.

Tuition reimbursement

ZSers with at least 36 months of tenure may seek ZS support for advanced studies. ZS also partners with SoFi for student loan refinancing.

Lunch and learns

ZS business groups, Inclusion and Diversity Groups, third-party subject matter experts and nonprofits organizations frequently hold Lunch and Learns for ZSers to attend in-office or virtually.

Promote from within

Mentorship program

At ZS, you’ll receive guidance from various mentors, including your Professional Development (PD) Coach, Project Mentor and Buddy.

Continuing education available during work hours

Online course subscriptions available

Customized development tracks

Paid industry certifications

Personal development training

Additional Perks + Benefits

In addition to these benefits, ZS also offers: travel assistance insurance, SoFi student loan refinancing options, Milk Stork breast milk delivery services for working mothers, PerkSpot corporate discounts, and many options for professional development, networking and learning and development. ZS also offers a variety of social events for ZSers to connect within their office and with global teammates.

View full list of perks + benefits

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