Success Manager

Role Overview

• The Premier Success Manager (PSM) is the key customer advocate and the Leader providing high touch engagement for Extreme’s most valued and strategic customers.
• The PSM plays a pivotal role throughout the customer lifecycle
• from onboarding and adoption to expansion and renewal
• ensuring each phase is aligned with the customer’s success goals and supported by proactive engagement.
• Every Premier customer is assigned a designated PSM to guide their experience with Extreme through all their pre
• and post-sales support needs to ensure their Customer Success Experience is world class!
• Success in this role is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates, reflecting the PSM’s impact on long-term customer value.
• The PSM is an experienced and technical, service and support professional who works in partnership with customers, the Extreme Global Technical Assistance Center (GTAC) and so many other groups to deliver enhanced support.
• For critical situations, they will facilitate activities to achieve quicker resolutions, providing communication updates to all involved parties.
• The PSM will facilitate and/or participate in periodic review sessions, customer visits and off-hours stand-by for special projects.
• The PSM is responsible for establishing a close working relationship with the customer’s operations teams to gain an in-depth knowledge of the accounts’ products and network that further enhances the Extreme customer relationship.
• The PSM responsibilities may include: Account Management: 70%... Revenue Generating Service Projects: 15%... Knowledge Growth and Transfer: 10%... Other duties as assigned: 5%...

Requirements

• B. S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience.
• 10 years’ experience in telecommunications or related technical field, preferably network operations related.
• 5 years of customer support experience in data process, data communications or related environment.
• Responsibility for high profile tasks or projects within the scope of a mid-level manager position.
• 5 years of people management and/or leadership.
• Demonstrated leadership in customer account management, carrier class customer experience highly valued.
• Excellent project planning, communication and customer relation skills.
• Project management training or related experience beneficial.
• Ability to manage tense, critical situations, creating and enhancing customer confidence through reliable, repetitive and complete resolutions.
• An ability to effectively lead and/or influence direction of projects or situations in such a manner that resolves issues or needs for the customer and Brocade.
• Ability to create effective team atmosphere that spans organizations such as sales, technical support, and service delivery – ideally forming a close partnership with the customer.
• English.
• Additional languages would be an advantage – French, Spanish, German, Arabic.
• High or Expert knowledge in the following areas: Project Management, Networking/Network Operations, Customer relationship management and related soft skills, Situational control, leadership and facilitation to resolution.
• Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently.
• Ability to develop and deliver materials/presentations to small audiences up to 50.
• General knowledge in the following areas: IP technologies and protocols, Fabric/Routing/Switching/Cloud/Wireless, Troubleshooting network, hardware and software issues, Network Function Virtualization; Software Defined Networking, Technical support operations and Methodologies, Network Analytics – data collection methodologies and tools.
• Customer first attitude
• Customer satisfaction through unsurpassed support drives you.
• Must have very strong interpersonal ‘soft' skills.
• Comfortable working with mid-to-senior level customer management teams in tough situations.
• Must always demonstrate role-model level customer service/support skills and represent Extreme Networks in a professional manner.
• Must understand the business impact of customer and partner interactions and be able to effectively navigate politically charged situations.
• Must be able to work with customers and partners from different geographies and be culturally sensitive. Must be highly motivated, a self-starter, and have proven ability to function effectively with little direct supervision.
• Comfortable with technical and business English usage (documents reading, e-mails, conference calls, etc).

Tech Stack

• Cloud
• Switching

Benefits

• Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.