Premier Success Manager - Italy

Overview

Extreme Networks delivers end‑to‑end, cloud‑driven networking solutions that enable digital transformation for over 50,000 customers worldwide. With double‑digit growth year over year, we are a trusted partner for scalable outcomes.

Responsibilities

• Primary account contact for Customer Success within Extreme Premier Support.
• Coordinate all post‑sales activities with Sales, GTAC, Professional Services, Cloud Services, and the entire Support organization.
• Proactively engage customers on product enhancements and work with Engineering to implement approved features.
• Provide quarterly reviews to assigned Premier customers and establish regular communications, including on‑site visits.
• Utilize SFDC reporting for product trend analysis and provide on‑site or remote presence during critical engagements.
• Work with GTAC and hardware/software engineers to resolve reported issues and maintain accurate documentation of the customer network.
• Monitor and track support cases, perform early trend analysis, review logs, handle field notices, and ensure all documentation is current.
• Demo and provide ongoing training and assistance on Extreme Platform ONE software.

Revenue Generating Service Projects

• Ensure customer satisfaction of all professional services account engagements and support the sales team on pre‑sales activities.
• Proactively engage the sales team to create awareness of new product and solution offerings and future account growth requirements.
• Support post‑sales services engagements such as installations and assessments.
• Develop relationships with customers where new product services can be suggested and passed along to the sales team for potential new sales opportunities.

Knowledge Growth and Transfer

• Mentor and coach co‑workers and peers, sharing valuable knowledge openly.
• Develop and maintain Extreme customer operation procedures documentation.
• Maintain current industry trends, competition, and technical and product knowledge to add value to Extreme customers.

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.

Extreme Networks Culture

• Teamwork – We work together to drive improved performance and celebrate wins as a team.
• Transparency – We share what we see and keep honesty in communication.
• Candor – We embrace difficult conversations constructively.
• Curiosity – We ask questions, learn, and seek best practices.
• Ownership – It’s our company and we invest to deliver the best outcomes.
• Inclusion – We foster diversity to make intelligent decisions.

Experience

• B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or 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 process, 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.
• 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 resolutions.
• Ability to effectively lead and/or influence direction of projects or situations resolving issues for the customer and Brocade.
• Ability to create effective team atmosphere spanning sales, technical support, and service delivery.

Language Requirements

• Italian, English

Technical Skills & Knowledge

• High or Expert knowledge in Project Management.
• High or Expert knowledge in Networking/Network Operations.
• High or Expert knowledge in Customer relationship management and related soft skills.
• High or Expert knowledge in 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

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

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.