Premier Success Manager

Extreme Networks; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading networking solutions provider in Dubai seeks a Premier Success Manager responsible for strategic engagement with key customers. Candidates should possess a B.S. degree in Computer Science or equivalent, with a minimum of 5 years in telecommunications and customer support. Excellent project management and interpersonal skills are necessary, alongside strong English and Arabic language proficiency. The role involves coordination with sales teams, customer training, and driving customer satisfaction through proactive account management.

Qualifications

• 5 years experience in telecommunications or technical field.
• 5 years of customer support experience in data processing or communications.
• Ability to manage tense critical situations effectively.

Responsibilities

• Primary account contact for Customer Success.
• Coordinate post-sales account-related activities.
• Engage customers proactively for product enhancements.

Skills

Leadership in customer account management

Excellent project planning

Communication skills

Customer relation skills

Strong English skills

Strong Arabic skills

Education

B.S. degree in Computer Science or related field

Tools

Salesforce (SFDC)

Job description

Overview

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

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 aligns with the customers’ success goals and is supported by proactive engagement.

Success in this role is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and renewal rates reflecting the impact of the PSM on long‑term customer value.

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 the entire support organization
• Proactively engage customers for requirements related 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 create feature requests for additional improvements
• Provide quarterly reviews to assigned Premier customers
• Establish regular communications with customers, including on‑site visits
• Utilize Extreme’s SFDC reporting capabilities for product trend analysis to gain 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 post‑mortem documentation
• Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work on issues reported by the assigned customer base
• Respond promptly to customer needs, providing value‑added services where applicable
• Ensure that accurate documentation of customers’ 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 notifying/engaging the technical support management team and product quality
• Proactively administer the customer’s environment: review cases and conduct early trend‑indicator analysis, review logs, field notices, EOL/EOS status, etc.
• Proactively engage customer requirements related 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 ongoing training and assistance on our Extreme Platform ONE software package

Revenue Generating Service Projects (15 %)

• Work closely with the customer to ensure 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, and 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
• Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers

Other Duties as Assigned (5 %)

• Travel and normal work hours: Monday through Friday, typical
• Weekend or overnight hours may occasionally be required for exceptional customer needs or critical support situations

Premier Success Manager Qualifications Experience

• B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience
• 5 years experience in telecommunications or related technical field, preferably network operations related
• 5 years of customer support experience in data processing, data communications, or related environment
• Responsibility for high‑profile tasks or projects within the scope of a mid‑level manager position

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
• 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 Extreme
• Ability to create an effective team atmosphere that spans organizations such as sales, technical support, and service delivery, ideally forming a close partnership with the customer
• Strong English and Arabic language skills

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

Must Have Personal Skills to be Successful with Extreme Networks

• Customer‑first attitude – customer satisfaction through unsurpassed support drives you
• Very strong interpersonal soft skills
• Comfortable working with mid‑to‑senior‑level customer management teams in tough situations
• Always demonstrate role‑model level customer service/support skills and represent Extreme Networks professionally
• Understand the business impact of customer and partner interactions and be able to navigate politically charged situations
• Work effectively with customers and partners from different geographies and be culturally sensitive; highly motivated, self‑starter, and proven to function with little supervision
• Comfortable with technical and business English usage (documents, reading, e‑mail, conference calls, etc.)

Extreme Networks Culture

Teamwork: The strength of a team is more powerful than an individual. We work together to drive improved performance, 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 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.

Required Experience

Manager