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Premier Success Manager

3 weeks, 1 day ago
France
Full-time
Senior
Customer Success Manager
Project and Program Management
CRM Salesforce
Apply Now
Extreme Networks

Extreme Networks

Extreme Networks is a global leader in cloud-driven networking solutions, delivering innovative services to optimize network infrastructure and user experiences.

IT Services
1K-5K
Founded 1996
View All Jobs 22

Description

  • Act as the primary customer success contact for assigned Premier customers.
  • Coordinate post-sales activities across Sales, GTAC, Professional Services, Cloud Services, Engineering, and support teams.
  • Lead proactive customer engagement through onboarding, adoption, quarterly reviews, and regular communications.
  • Monitor, review, and track support cases, escalations, and negative trends, taking action to improve resolution outcomes.
  • Provide on-site or remote support during critical or high-visibility engagements and project manage account recovery activities.
  • Maintain accurate customer network documentation, support records, and trend analysis reporting.
  • Work with Engineering and Product Management to communicate customer enhancement requests and approved feature needs.
  • Support pre-sales and post-sales service engagements such as troubleshooting, demonstrations, training, installations, and assessments.
  • Build relationships with customer operations teams to deepen account knowledge and improve service delivery.
  • Mentor coworkers and maintain internal procedures and customer operations documentation.

Requirements

  • B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field, or equivalent work experience.
  • 5 years of experience in telecommunications or a related technical field, preferably in network operations.
  • 5 years of customer support experience in data processing, data communications, or a related environment.
  • Experience handling high-profile tasks or projects at a mid-level manager scope.
  • Demonstrated leadership in customer account management, with carrier-class customer experience highly valued.
  • Excellent project planning, communication, and customer relationship skills.
  • Project management training or related experience is beneficial.
  • Ability to manage tense, critical situations and drive reliable resolutions.
  • Strong French and English language skills.
  • High or expert knowledge of project management, networking/network operations, CRM, situational control, leadership, and facilitation to resolution.
  • General knowledge of IP technologies and protocols, fabric/routing/switching/cloud/wireless, troubleshooting, NFV, SDN, technical support operations, and network analytics tools.
  • Ability to communicate clearly in written and verbal formats and deliver presentations to small audiences up to 50.
  • Must be able to work with customers and partners across different geographies and be culturally sensitive.
  • Must be highly motivated, self-starting, and able to work with little direct supervision.

Interested in this position?

Apply directly on the company website

Apply Now

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