Account Executive jobs in United Arab Emirates

If you’re ready for a great career opportunity, join Extreme Networks. The Premier Success Manager (PSM) is the key customer advocate and leader providing high-touch engagement for Extreme’s most valued and strategic customers. The PSM guides the customer lifecycle from onboarding and adoption to expansion and renewal, ensuring alignment with the customer’s success goals and proactive engagement. Each Premier customer is assigned a designated PSM to manage pre- and post-sales support needs for a world-class Customer Success Experience. Success is measured by KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and renewal rates, reflecting the PSM’s impact on long-term customer value. The PSM is an experienced technical service and support professional who collaborates with customers, the Extreme Global Technical Assistance Center (GTAC), and other groups to deliver enhanced support. They monitor case escalations, facilitate rapid resolutions for critical situations, and provide updates to all involved parties. The PSM participates in periodic review sessions and may conduct customer visits on an exception/pre-arranged basis. The PSM builds close working relationships with customer operations teams to gain in-depth knowledge of accounts, products, and networks to strengthen the Extreme customer relationship. The ideal PSM possesses outstanding soft skills, strong technical acumen, and project management capabilities, with the ability to influence and drive 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 support organization.
  • Proactively engage customers for requirements relating to product enhancements and work with Engineering to ensure understanding, implementation, and creation of feature requests.
  • Provide quarterly reviews to assigned Premier customers
  • Establish regular communications with customers including on-site visits
  • Utilize Extreme’s SFDC reporting for product trend analysis and early issue awareness
  • On-site or remote presence during critical or high-visibility engagements, project managing account recovery, and providing status and postmortem documentation
  • Coordinate with GTAC and HW/SW engineers on issues reported by the customer base
  • Respond promptly to customer needs and deliver value-added services where applicable
  • Ensure accurate documentation of customer Extreme network information for support access
  • Monitor and track support cases, maintain tracking documents, and address negative trends
  • Provide proactive administration of the customer environment (case review, trend indicators, logs, Field Notices, etc.)
  • Represent customer requirements to Engineering to ensure clear understanding and implementation of approved enhancements
  • Demo and provide ongoing training on the Extreme Platform ONE software package
• Revenue Generating Service Projects: 15%
  • Collaborate with the customer to ensure satisfaction with professional services engagements
  • Support pre-sales activities such as escalations, demonstrations, lab setups, training, knowledge transfer, and travel when needed
  • Engage the sales team to raise awareness of new offerings and inform on future customer growth requirements
  • Support post-sales services engagements such as installations and assessments
  • Build relationships for opportunities to introduce new product services to sales
• Knowledge Growth and Transfer: 10%
  • Mentor and coach co-workers; share knowledge openly
  • Develop and maintain Extreme customer operation procedures documentation
  • Maintain current industry trends, competition, and technical knowledge relevant to Extreme customers
• Other duties as assigned: 5%
  • Travel and normal work hours: Monday through Friday
  • Weekend or overnight hours may be required for exceptional customer needs or critical support situations

• Experience: B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience
• 5+ years in telecommunications or a related technical field, preferably network operations
• 5+ years of customer support experience in data processing, data communications, or related environment
• Experience handling high-profile tasks or projects within a mid-level management scope

• Demonstrated leadership in customer account management and high-value customer experience
• Excellent project planning, communication, and customer relation skills
• Project management training or related experience is beneficial
• Ability to manage tense situations and drive reliable, complete resolutions
• Ability to influence and lead cross-functional teams to resolve customer needs
• Ability to foster an effective team environment across sales, technical support, and service delivery
• Strong English and Arabic language skills

• High or Expert knowledge in: Project Management, Networking/Network Operations, CRM and related soft skills, situational control, leadership and facilitation to resolution, written and verbal communication, ability to present to small audiences (up to 50)
• General knowledge in: IP technologies and protocols, Fabric/Routing/Switching/Cloud/Wireless, troubleshooting network hardware/software, Network Function Virtualization; Software Defined Networking, technical support methodologies, network analytics and data collection tools

• Customer-first attitude with a focus on unsurpassed support
• Strong interpersonal soft skills and ability to work with mid- to senior-level customer management
• Role-model level customer service and professional representation of Extreme Networks
• Ability to navigate politically charged situations and work with diverse geographies
• Self-motivated, able to work with little supervision
• Proficiency in technical and business English

Teamwork: We work together to drive improved performance and celebrate wins as a team. Transparency: We share what’s happening and keep knowledge accessible. Candor: We embrace constructive, honest conversations. Curiosity: We seek to learn and improve continually. Ownership: We are accountable for outcomes. Inclusion: We value diverse perspectives to drive better decisions.

Required Experience:

Manager