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Premier Success Manager

3 hours, 23 minutes ago
United States
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 30

Description

  • Serve as the primary customer advocate and main point of contact for Premier customer success and post-sales support activities.
  • Coordinate with Sales, GTAC, Professional Services, Cloud Services, Engineering, and other support teams to resolve customer issues and drive outcomes.
  • Manage quarterly business reviews, regular customer communications, and on-site or remote engagements with assigned accounts.
  • Track, review, and escalate support cases, identify negative trends, and coordinate corrective actions for critical or high-visibility issues.
  • Lead account recovery efforts, including status updates, postmortem documentation, and communication with all stakeholders.
  • Proactively engage customers on product enhancements, serviceability improvements, and usability requirements, and represent those requests to Engineering and Product Management.
  • Maintain accurate customer network documentation and support information to streamline issue resolution.
  • Provide demos, training, and assistance on Extreme Platform ONE, and support product/service adoption.
  • Support revenue-generating service projects, including pre-sales troubleshooting, demonstrations, lab setup, installations, assessments, and sales calls.
  • Mentor peers, share knowledge, and maintain customer operations procedures and industry/product knowledge.

Requirements

  • B.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 handling high-profile tasks or projects in a mid-level manager scope.
  • Demonstrated leadership in customer account management; carrier-class customer experience is 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, complete resolutions.
  • Strong knowledge of project management, networking/network operations, customer relationship management, IP technologies, troubleshooting, NFV, SDN, technical support operations, and network analytics.
  • Proven ability to communicate clearly in writing and verbally and to deliver presentations to audiences of up to 50 people.
  • English fluency required; additional languages such as French, Spanish, German, or Arabic are an advantage.
  • Must be able to work Monday through Friday with occasional weekends, overnight hours, maintenance windows, and customer-site support as needed.
  • Must be available for critical customer issues nights and weekends.
  • Must be comfortable working with mid- to senior-level customer management teams and in politically charged situations.

Benefits

  • Remote work within the United States.
  • Opportunity to work with strategic, high-value customers in a global networking company.
  • Chance to contribute to customer success, product improvements, and service innovation.
  • Inclusive workplace culture that values diversity and underrepresented groups.
  • Exposure to advanced networking technologies, including cloud, analytics, automation, machine learning, and AI.

Interested in this position?

Apply directly on the company website

Apply Now

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