Premier Success Manager

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.We believe in “walking the walk” of our strong core values, which enable us to advance successfully together. Diversity and inclusion are vital parts of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive.Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.Premier Success ManagerIf 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 are able to influence reach successful resolutions and outcomes. 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 customersEstablish 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 se