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Premier Success Manager

1 hour, 25 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
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 21

Description

  • Serve as the primary account contact for Premier customer success and coordinate all post-sales account activities.
  • Partner with Sales, GTAC, Professional Services, Cloud Services, Engineering, and other support teams to resolve customer issues and drive outcomes.
  • Proactively manage customer escalations, including critical situations, account recovery efforts, status updates, and postmortem documentation.
  • Lead quarterly business reviews, regular customer communications, and on-site or remote customer engagements.
  • Maintain accurate documentation of customer networks, support cases, trend indicators, and related support information.
  • Analyze case trends, logs, Field Notices, EOL/EOS information, and other signals to identify early issues and take corrective action.
  • Represent customer enhancement requests to Engineering and Product Management and follow approved enhancements through implementation.
  • Provide training and assistance on Extreme Platform ONE and support customer demos, assessments, installations, and other revenue-generating service projects.
  • Mentor coworkers and share knowledge through customer procedure documentation and ongoing technical enablement.
  • Support sports, venues, and entertainment accounts with validated configurations, product training, event support, and post-event analytics as needed.

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.
  • Experience handling high-profile tasks or projects within the scope of a mid-level manager role.
  • 5 years of people management and/or leadership experience.
  • Demonstrated leadership in customer account management, with carrier-class customer experience strongly valued.
  • Excellent project planning, communication, and customer relationship skills.
  • Project management training or related experience is beneficial.
  • Strong ability to manage tense, critical situations and deliver complete, reliable resolutions.
  • High or expert knowledge of project management, networking/network operations, customer relationship management, and situational control and facilitation.
  • General knowledge of IP technologies and protocols, fabric/routing/switching/cloud/wireless, troubleshooting network hardware and software issues, NFV, SDN, technical support operations, and network analytics.
  • Proven ability to organize and communicate clearly in written and verbal form, including presentations to audiences up to 50 people.
  • English required; additional languages such as French, Spanish, German, or Arabic are an advantage.
  • Ability to work with mid- to senior-level customer management teams, navigate politically charged situations, and operate effectively with limited supervision.
  • Must be able to work Monday through Friday, with occasional nights, weekends, maintenance windows, customer-site work, and availability for critical issues.
  • Self-starter with strong interpersonal soft skills and cultural sensitivity when working across geographies.

Benefits

  • Remote work based in the United States.
  • Opportunity to work for a global networking leader with a large customer base and strong market recognition.
  • Exposure to strategic, high-touch customer accounts and cross-functional work across support, engineering, sales, and services.
  • Chance to work on critical customer engagements, account recovery efforts, and high-visibility projects.
  • Inclusive workplace culture that emphasizes teamwork, transparency, candor, curiosity, ownership, and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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