Premier Success Manager

Extreme Networks, Inc; Brasil; Ibrido; MXN 800.000 - 1.059.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision insurance

Flexible work schedules and work-from‑

Paid time off and statutory leave

Descrizione del lavoro

Extreme Networks, Inc. is seeking a Premier Success Manager to advocate for our most valued customers across onboarding, adoption, expansion and renewal. You will partner with GTAC, Professional Services and Sales to deliver world‑class customer success experiences.

This role requires strong project management, cross‑functional collaboration and multilingual communication in English, Spanish and Portuguese. Expect remote work with global customers and periodic on‑site visits as needed.

Competenze

• Bachelor’s degree required in a technical field.
• 10+ years in telecommunications or related technical field, preferably network operations.
• 5+ years of customer support experience in data/telecom environments.

Mansioni

• Owns the customer lifecycle from onboarding to renewal.
• Engage cross‑functional teams to ensure successful outcomes.
• Coordinate post‑sales activities with Sales, GTAC, and Professional Services.
• Provide proactive guidance and training on the Extreme Platform ONE software.
• Maintain regular communications and on-site or remote support as needed.
• Lead reviews and ensure customer satisfaction metrics are met.

Conoscenze

Project Management

Customer Relationship Management

Communication

Leadership

English Proficiency

Spanish Proficiency

Portuguese Proficiency

SFDC / Salesforce

Data Analysis

Formazione

B.S. in Computer Science, Electrical Engineering, Telecommunications or related field

Strumenti

SFDC (Salesforce)

Descrizione del lavoro

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.

Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.

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 Manager

Location Required: Brazil, Mexico or Colombia – Remote

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 ONEsoftware 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.)

Compensation: This role has a market‑competitive salary with an anticipated base compensation range of 800,000-1,059,000 MX. The posted range reflects the amount Extreme Networks reasonably and in good faith expects to pay for this role upon hire. This range is set using objective, gender‑neutral criteria based on skills, experience, responsibility, and working conditions. Actual compensation offered will depend on the selected candidate's experience, qualifications, skills, and work location.

Benefits and Total Rewards

• 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

Equal Employment Opportunity

Extreme Networks, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to taking affirmative action to employ and advance in employment qualified protected veterans, including disabled veterans, recently separated veterans, active‑duty wartime or campaign badge veterans, and Armed Forces service medal veterans.

Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (for example, stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks. We encourage people from underrepresented groups to apply.

Fair chance and background checks

Extreme Networks will consider qualified applicants with criminal histories in a manner consistent with the California Fair Chance Act, Los Angeles Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance for Employers, Philadelphia Fair Criminal Record Screening Standards Ordinance, Illinois Human Rights Act, Cook County Human Rights Ordinance, Seattle Fair Chance Employment Ordinance, and the San Francisco Fair Chance Ordinance. An applicant's conviction history will not be considered until after a conditional offer of employment has been made. Following any individualized assessment, applicants will be provided with the opportunity to respond before any adverse action is taken.

Extreme Networks does not seek salary history information from applicants and will not rely on salary history in determining whether to offer employment and in setting compensation.

Reasonable accommodation

Extreme Networks is committed to providing reasonable accommodations to qualified applicants with disabilities throughout the application, interview, and hiring process. If you require a reasonable accommodation to participate in the application or interview process, please contact [insert contact email and phone]. All requests will be handled confidentially.

Use of artificial intelligence in hiring

Extreme Networks may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are made by humans. Applicants have the right to request human review of any automated decision affecting their candidacy and to request information about how personal data is processed. To exercise these rights, please contact [insert contact email].

Data privacy

Personal data provided during the application process will be processed in accordance with Extreme Networks' Candidate Privacy Notice, which is available at https://www.extremenetworks.com/about-extreme-networks/company/legal/privacy-and-cookies-policy. For applicants in the European Economic Area, United Kingdom, and other jurisdictions with comparable data protection laws, the Candidate Privacy Notice describes your rights regarding your personal data.

About Extreme Networks

Extreme Networks, Inc. (NASDAQ: EXTR) creates effortless networking experiences that enable people and organizations to advance. We push the boundaries of technology by leveraging machine learning, artificial intelligence, analytics, and automation.

Learn more

Learn more at www.extremenetworks.com, or follow us on LinkedIn, X, and Facebook.

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on protected categories, Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.