Premier Success Manager

Premier Success Manager 

Location Required: Brazil, Mexico or Colombia – Remote  

Languages Required:    

English, Spanish & Portuguese  

If you're ready for a great career opportunity, now is the time to join Extreme Networks! Recognized by both IDC and Gartner for our market leadership in data center networks, Extreme helps organizations around the world build the networks of tomorrow...today.   

The 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. They maintain knowledge of case escalations as cases are assigned and routed through the product support teams. For critical situations, they will facilitate activities to achieve quicker resolutions, providing communication updates to all involved parties.  

The PSM will facilitate and/or participate in periodic review sessions, and on an exception/pre-arranged basis, customer visits and off-hours stand-by for special projects.   

The PSM is responsible for establishing a close working relationship with the customer’s operations teams to gain an in-depth knowledge of the accounts’ products and network that further enhances the Extreme customer relationship.  

An ideal PSM is one with outstanding soft skills for building trusted relationships with customers and internal, cross-functional teams. They possess good technical skills and acumen. They are skilled in project management. They can influence reach successful resolutions and outcomes.  

The PSM responsibilities may include: 

Premier Success Manager – Job Description   

Account Management: 70%  

• Primary account contact for Customer Success within Extreme Premier Support  
  • Coordinate as the focal point for all post-sales account-related activities with Sales Teams, GTAC, Professional Services, Cloud Services and every part of Extreme's vast Support organization.  
  • Proactively engage customers for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of feature requests for enhancements are given to product management.   

• 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 for early awareness of issues.  
  • Provide on-site or remote presence during critical or high-visibility engagements, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation.  
  • Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer base.  

• Respond promptly to customer needs, providing value added services where applicable.   
  • Ensure that accurate documentation of customer’s Extreme network, and associated information is current and available for customer support to access and streamline the issue resolution process.   
  • Monitor, review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team and product quality. 
  • Provide proactive administration of the customers’ environment: Review cases and conduct early trend indicator analysis, review logs, Field Notices, EOL, EOS, etc.   
  • Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements. 
  • Demo and provide on-going training and assistance on our Extreme Platform ONE software package.    

Revenue Generating Service Projects: 15%   

• • Work closely with the customer to ensure customer satisfaction of all professional services account engagements.   
  • Support the sales team on pre-sales activities such as customer escalations/troubleshooting, customer demonstrations, lab set-up, training/knowledge transfer, sales calls – travel when essential.   
  • Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements.   

• Support post sales services engagements such as installations and assessments.  
  • Develop relationships with customers where new product services can be suggested and accordingly passed along to the sales team for potential new sales opportunities.  

 Knowledge Growth and Transfer: 10%   

• Mentor and coach co-workers and peers. Share valuable knowledge openly.   

• Develop and maintain Extreme customer operation procedures documentation.   
  • Maintains current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers.    

Sports, Venues and Entertainment Accounts Only 

• • Coordinate Extreme Validated Configurations (EVC) documentation and present to the customer ensuring their networks are consistently optimized to the environment. 

• Coordinate and/or provide product training. 

• Provide gameday or event support as needed. 

• Provide and interrupt post event analytics if subscribed.  

Other duties as assigned: 5%  

Travel and Normal Work Hours will be:   

• Monday through Friday – Typical  

• Weekends or overnight hours may occasionally be required for exceptional customer needs or critical support situations 

• PDM must be available for critical customer issues nights and weekends  

• Occasional maintenance window support at night or weekend  

• May be required to work at customer site full or part time  

Location Required: Brazil, Mexico or Colombia – Remote    

Extreme Networks Culture:  

• • Teamwork: The strength of a team is more powerful than an individual. We work together to drive improved performance. We pull our weight, give others credit for success, push peers to raise their game and celebrate winning as a team!  
  • Transparency: Each of us has a unique view about what is happening, helping or hurting our performance. We can’t change what we can’t see. We must know what’s really going on, Knowledge is Power. So, we share what we see and what is happening, not assuming others know what we know. We shine a light on it.   
  • Candor: We keep it real and embrace difficult conversations in a constructive way.  Being honest in all our communication isn’t easy.  No sugarcoating and no elephants in the room, being respectful but telling the truth.  
  • Curiosity: Why do we win?  Why do we lose?  How can we do better?  Where should we invest?  Asking questions, committing to learn more, looking for best practices, that’s the Extreme way.  Being smarter than the competition.  Higher intelligence drives higher performance.  
  • Ownership: It’s our company. We have skin in the game.  We invest the time and energy to make the changes that get the best outcomes for our customers, shareholders and ourselves. We are accountable.    
  • Inclusion: By challenging dominant voices to listen and non-dominant voices to speak up, we gain valuable perspective that drives better decision making. By fostering diversity regardless of gender, ethnicity, sexual orientation, age or religion, we get that perspective and make more intelligent decisions that drive better business outcomes.  

Premier Success Manager – Qualifications  

Experience  

• • 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.  

Key competencies   

• • Demonstrated leadership in customer account management, carrier class customer experience highly valued.   

• Excellent project planning, communication and customer relation skills.  

• Project management training or related experience beneficial.   
  • Ability to manage tense, critical situations, creating and enhancing customer confidence through reliable, repetitive and complete resolutions.   
  • An ability to effectively lead and/or influence direction of projects or situations in such a manner that resolves issues or needs for the customer and Brocade.   
  • Ability to create effective team atmosphere that spans organizations such as sales, technical support, and service delivery – ideally forming a close partnership with the customer.  

Language Requirements:    

• English, Spanish & Portuguese  

Technical skills & Knowledge:   

High or Expert knowledge in the following areas:   

• Project Management 

• Networking/Network Operations   

• Customer relationship management and related soft skills   

• Situational control, leadership and facilitation to resolution   
  • Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently   

• Ability to develop and deliver materials/presentations to small audiences up to 50 

General knowledge in the following areas:  

• 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 – data collection methodologies and tools.  
• Knowledge of Churn Zero customer success platform a plus

Key personal skills for success at Extreme Networks:  

• Customer first attitude - Customer satisfaction through unsurpassed support drives you.   

• Must have very strong interpersonal ‘soft' skills.   

• Comfortable working with mid-to-senior level customer management teams in tough situations 
  • Must always demonstrate role-model level customer service/support skills and represent Extreme Networks in a professional manner.  
  • Must understand the business impact of customer and partner interactions and be able to effectively navigate politically charged situations.  
  • Must be able to work with customers and partners from different geographies and be culturally sensitive. Must be highly motivated, a self-starter, and have proven ability to function effectively with little direct supervision.  
  • Comfortable with technical and business English usage (documents reading, e-mails, conference calls, etc.)