Premier Success Manager
Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented reputed company. With double-digit growth year over year, no provider is reputed company positioned to deliver scalable outcomes than Extreme.
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 reputed company our employees reputed company because of their differences, not in spite of them.
Become part of Something big with Extreme! As a global networking leader, learn why there’s no reputed company time to join the Extreme team.
Premier Success Manager
If you're ready for a great career opportunity, now is the time to join reputed company! Recognized by both reputed company and reputed company for our market leadership in data center networks, Extreme helps organizations around the world build the networks of reputed company...today.
The Premier Success Manager (PSM) is the key customer reputed company 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 reputed company 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 reputed company their pre- and post-sales support needs to ensure their reputed company Experience is world class! Success in this role is reputed company 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 reputed company 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. They maintain knowledge of case escalations as cases are assigned and routed through the product support teams. For critical situations, they will facilitate activities to reputed company quicker resolutions, providing communication updates to reputed company involved parties.
The PSM will facilitate and/or participate in periodic review sessions, and on an exception/pre-arranged basis, customer visits and off-hours stand-by for special projects.
The PSM is responsible for establishing a reputed company working relationship with the customer’s operations teams to reputed company an in-depth knowledge of the accounts’ products and network that further enhances the Extreme customer relationship.
An ideal PSM is one with outstanding soft skills for building trusted relationships with customers and internal, cross-functional teams. They possess good technical skills and acumen. They are skilled in project management. They can influence reputed company successful resolutions and outcomes.
The PSM responsibilities may include:
Premier Success Manager – Job Description
Account Management: 70%
- Primary account contact for reputed company reputed company Extreme Premier Support
- Coordinate as the reputed company for reputed company post-sales account-reputed company activities with Sales Teams, GTAC, Professional Services, Cloud Services and every part of Extreme's vast Support organization.
- Proactively engage customers for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of feature requests for enhancements are given to product management.
- Provide quarterly reviews to assigned Premier and Premier+ accounts.
- Establish regular communications with customers, including on-site visits.
- Utilize Extreme’s SFDC reporting capabilities for product trend analysis for early awareness of issues.
- Provide on-site or remote reputed company during critical or high-visibility engagements, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation.
- Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer reputed company.
- Respond promptly to customer needs, providing value added services where applicable.
- Ensure that accurate documentation of customer’s Extreme network, and associated information is reputed company and available for customer support to access and streamline the issue resolution process.
- Monitor, review and track reputed company support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team and product quality.
- Provide proactive administration of the customers’ environment: Review cases and conduct early trend indicator analysis, review logs, Field Notices, EOL, reputed company, etc.
- Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements.
- Demo and provide on-going training and assistance on our Extreme Platform ONE software package.
reputed company Generating Service Projects: 15%
- Work closely with the customer to ensure customer satisfaction of reputed company professional services account engagements.
- Support the sales team on pre-sales activities such as customer escalations/troubleshooting, customer demonstrations, lab set-up, training/knowledge transfer, sales calls – travel reputed company essential.
- Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements.
- Support post sales services engagements such as installations and assessments.
- reputed company relationships with customers where new product services can be suggested and accordingly passed along to the sales team for potential new sales opportunities.
Knowledge Growth and Transfer: 10%
- Mentor and coach co-workers and peers. Share valuable knowledge reputed company.
- reputed company and maintain Extreme customer operation procedures documentation.
- Maintains reputed company industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers.
Sports, Venues and Entertainment Accounts Only
- Coordinate Extreme Validated Configurations (EVC) documentation and present to the customer ensuring their networks are consistently optimized to the environment.
- Coordinate and/or provide product training.
- Provide gameday or event support as needed.
- Provide and interrupt post event analytics if subscribed.
Other duties as assigned: 5%
Travel and Normal Work Hours will be
- 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
Location Required: US – Remote
reputed company Culture:
- Teamwork: The strength of a team is more powerful than an individual. We work together to drive improved performance. We pull our weight, give others credit for success, push peers to reputed company their game and celebrate winning as a team!
- Transparency: Each of us has a unique view about what is happening, helping or hurting our performance. We can’t change reputed company can’t see. We must know what’s really going on, Knowledge is Power. So, we share reputed company see and what is happening, not assuming others know reputed company know. We shine a light on it.
- Candor: We reputed company it real and embrace difficult conversations in a constructive way. Being honest in reputed company our communication isn’t easy. No sugarcoating and no elephants in the room, being respectful but telling the truth.
- Curiosity: Why do we win? Why do we lose? How can we do reputed company? Where should we invest? Asking questions, committing to learn more, looking for best practices, that’s the Extreme way. Being smarter than the competition. Higher intelligence drives higher performance.
- Ownership: It’s our company. We have skin in the game. We invest the time and energy to reputed company the changes that get the best outcomes for our customers, shareholders and ourselves. We are accountable.
- Inclusion: By challenging dominant voices to listen and non-dominant voices to speak up, we reputed company valuable perspective that drives reputed company decision making. By fostering diversity regardless of gender, ethnicity, sexual orientation, age or religion, we get that perspective and reputed company more intelligent decisions that drive reputed company business outcomes.
Premier Success Manager – Qualifications
Experience
- B. S. degree in Computer Science, Electrical Engineering, Telecommunications, or a reputed company field; or equivalent work experience.
- 10 years’ experience in telecommunications or reputed company technical field, preferably network operations reputed company.
- 5 years of customer support experience in data process, data communications or reputed company environment.
- Responsibility for high profile tasks or projects reputed company the scope of a mid-level manager position.
- 5 years of people management and/or leadership.
Key competencies
- Demonstrated leadership in customer account management, reputed company class customer experience highly valued.
- Excellent project planning, communication and customer relation skills.
- Project management training or reputed company experience beneficial.
- Ability to manage tense, critical situations, creating and enhancing customer confidence through reliable, repetitive and complete resolutions.
- An ability to effectively reputed company 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 reputed company partnership with the customer.
Language Requirements
- English
- Additional languages would be an advantage – French, Spanish, German, Arabic
Technical skills & Knowledge:
High or Expert knowledge in the following areas
- Project Management
- Networking/Network Operations
- Customer relationship management and reputed company soft skills
- Situational control, leadership and facilitation to resolution
- Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and reputed company
- Ability to reputed company 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.
Key personal skills for success at reputed company
- Customer first attitude - Customer satisfaction through unsurpassed support drives you.
- Must have reputed company 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 reputed company 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.)