[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 - 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.
• Success in this role is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates.
• The PSM is an experienced and technical service and support professional who works in partnership with customers and the Extreme Global Technical Assistance Center (GTAC).
• 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.

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.
• Demonstrated leadership in customer account management.
• Excellent project planning, communication, and customer relation skills.
• Ability to manage tense, critical situations.
• Ability to create effective team atmosphere that spans organizations.

Requirements

• High or Expert knowledge in Project Management, Networking/Network Operations, and Customer relationship management.
• Proven experience organizing and expressing written and verbal communications clearly.
• General knowledge in IP technologies and protocols, troubleshooting network issues, and technical support operations.
• Must have very strong interpersonal ‘soft' skills.
• Comfortable working with mid-to-senior level customer management teams.
• Must be able to work with customers and partners from different geographies.

Benefits

• Opportunity to work with a global networking leader.
• Inclusive workplace that embraces differences.
• Commitment to fostering an environment where all employees thrive.