[Hiring] Premier Success Manager @Extreme Networks

Role Description

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:

• Onboarding and adoption
• Expansion and renewal

Success in this role is measured through key performance indicators such as:

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer renewal rates

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.

The PSM responsibilities may include:

• Account Management: 70%
• Revenue Generating Service Projects: 15%
• Knowledge Growth and Transfer: 10%
• Other duties as assigned: 5%

Travel and Normal Work Hours:

• Monday through Friday – Typical
• Weekends or overnight hours may occasionally be required for exceptional customer needs or critical support situations
• PDM must be available for critical customer issues nights and weekends
• Occasional maintenance window support at night or weekend
• May be required to work at customer site full or part time

Qualifications

• 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.
• 5 years of people management and/or leadership.

Requirements

• Demonstrated leadership in customer account management, carrier class customer experience highly valued.
• Excellent project planning, communication and customer relation skills.
• Ability to manage tense, critical situations, creating and enhancing customer confidence through reliable, repetitive and complete resolutions.
• Ability to create effective team atmosphere that spans organizations such as sales, technical support, and service delivery.
• Language Requirements: English, Spanish & Portuguese.
• High or Expert knowledge in Project Management, Networking/Network Operations, Customer relationship management, and related soft skills.
• Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently.

Benefits

• Teamwork: Collaboration to drive improved performance.
• Transparency: Sharing insights for better performance.
• Candor: Honest communication and constructive conversations.
• Curiosity: Commitment to learning and improvement.
• Ownership: Accountability for outcomes.
• Inclusion: Fostering diversity for better decision making.