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Premier Success Manager

3 weeks, 1 day ago
Mexico, Brazil, Colombia
Full-time
Lead
Customer Success Manager
Project and Program Management
CRM Machine Learning 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 62

Description

  • Serve as the primary customer contact for Premier Customer Success and coordinate post-sales account activities across Sales, GTAC, Professional Services, Cloud Services, and Support teams.
  • Manage customer onboarding, adoption, expansion, and renewal through proactive engagement and regular account reviews.
  • Handle case escalations, facilitate faster resolutions for critical issues, and provide status updates to all stakeholders.
  • Maintain accurate customer network documentation, support case tracking, and proactive trend analysis to identify risks and issues early.
  • Engage customers on product enhancement requests and coordinate with Engineering and Product Management on approved changes.
  • Provide on-site or remote support during high-visibility or critical engagements, including account recovery activities and postmortem documentation.
  • Support pre-sales activities such as escalations, troubleshooting, demos, lab setup, training, and sales calls when needed.
  • Develop customer relationships that uncover new service opportunities and support revenue-generating services projects.
  • Mentor peers, share knowledge, and maintain customer operations procedures and related documentation.
  • Support sports, venues, and entertainment accounts with validated configurations, training, event support, and post-event analytics.

Requirements

  • Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications, or a related field, or equivalent work experience.
  • 10 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.
  • 5 years of people management and/or leadership experience.
  • Experience managing high-profile tasks or projects in a mid-level manager scope.
  • Strong knowledge of project management, networking/network operations, customer relationship management, and situational leadership.
  • Experience with IP technologies and protocols, including fabric, routing, switching, cloud, and wireless.
  • Experience troubleshooting network, hardware, and software issues.
  • Ability to communicate clearly in writing and verbally, and to deliver presentations to audiences of up to 50 people.
  • Fluency in English, Spanish, and Portuguese.
  • Knowledge of technical support operations and methodologies, network analytics tools, and software-defined networking or network function virtualization is preferred.
  • Knowledge of Churn Zero customer success platform is a plus.
  • Comfort working with mid-to-senior customer management teams and navigating politically sensitive situations.
  • Ability to work independently with little direct supervision and remain available for critical customer issues nights, weekends, and occasional maintenance windows.

Benefits

  • Remote work from Brazil, Mexico, or Colombia.
  • Opportunity to work for a global networking leader with significant market growth.
  • Exposure to strategic customer accounts and high-visibility technical engagements.
  • Work on a role with broad cross-functional collaboration and career development opportunities.
  • Inclusive workplace culture that values teamwork, transparency, candor, curiosity, ownership, and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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