Premier Success Manager

Premier Success Manager (PSM) is the key customer advocate 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 aligned 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 all their pre- and post-sales support needs to ensure their Customer Success Experience is world class. Success in this role is measured 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 experienced 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.

Responsibilities

Primary account contact for Customer Success within Extreme Premier Support; Coordinate as focal point for post-sales account-related activities with Sales Teams, GTAC, Professional Services, Cloud Services and all support organization; Proactively engage customers for product enhancements and represent requirements to Engineering; 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; Provide on-site or remote presence during critical or high-visibility engagements; Work with and provide daily guidance to Extreme GTAC and HW/SW engineers; Respond promptly to customer needs; Ensure accurate documentation of customer's Extreme network; Monitor, review and track all support cases; Provide proactive administration of customers' environment; Demo and provide on-going training and assistance on Extreme Platform ONE; Support sales team on pre-sales activities and post-sales services engagements; Mentor and coach co-workers; Develop and maintain customer operation procedures documentation; Maintain current industry trends, competition, and technical and product knowledge; For Sports, Venues and Entertainment accounts: coordinate Extreme Validated Configurations documentation, provide product training, provide gameday/event support, and provide post event analytics if subscribed; Other duties as assigned

Requirements

B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field, or equivalent work experience; 10 years' experience in telecommunications or related technical field, preferably network operations related; 5 years of customer support experience in data process, data communications or related environment; responsibility for high profile tasks or projects within the scope of a mid-level manager position; 5 years of people management and/or leadership; demonstrated leadership in customer account management; excellent project planning, communication and customer relation skills; ability to manage tense, critical situations; ability to effectively lead and/or influence direction of projects or situations; ability to create effective team atmosphere that spans organizations such as sales, technical support, and service delivery; language requirements: English, Spanish and Portuguese; high or expert knowledge in project management, networking/network operations, customer relationship management, situational control, leadership and facilitation to resolution; proven experience organizing and expressing written and verbal communications clearly; ability to develop and deliver materials/presentations to small audiences up to 50; general knowledge in 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; customer first attitude; strong interpersonal soft skills; comfortable working with mid-to-senior level customer management teams; role-model level customer service/support skills; understand business impact of customer and partner interactions; culturally sensitive; highly motivated self-starter; comfortable with technical and business English usage

Nice to have

Project management training or related experience; Knowledge of Churn Zero customer success platform; carrier class customer experience highly valued

Benefits

Medical, dental, and vision insurance; Flexible work schedules and work-from-home opportunities where role permits; Paid time off, including open time off in eligible markets and statutory leave in all markets; Paid holidays in accordance with local practice; Retirement savings programs, including 401(k) matching in the United States; Employee Stock Purchase Program, where eligible; Adoption assistance and fertility treatment support, where eligible; Flexible spending accounts, where eligible; Employee assistance program; Tuition reimbursement, where eligible; Life and disability insurance