Customer Success Manager

Lensa; Boston (MA); Remote; USD 120,000 - 188,000; Full time

Job summary

A leading company in IT Services is seeking a Customer Success Engineer in Boston, MA. This role involves managing customer relationships, troubleshooting technical issues, and collaborating with sales teams. Ideal candidates will have extensive experience in networking and customer support, with a focus on delivering exceptional service.

Qualifications

• 10+ years of industry experience required.
• Experience in networking and customer support.
• Bachelor's degree or equivalent experience.

Responsibilities

• Manage customer relationships and provide optimal customer experience.
• Troubleshoot and resolve technical issues.
• Participate in pre-sales activities and assist sales teams.

Skills

Customer Relationship Management

Technical Troubleshooting

Networking Protocols

Problem Solving

Education

Bachelor's Degree

Job description

1 day ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Celestica, is seeking professionals in Boston, MA. Apply via Lensa today!

Req ID: 126128

Remote Position: Yes

Region: Americas

Country: USA

Summary

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be empowered and responsible for troubleshooting and resolving customer issues arising from Customers' networking (primarily in Switching and Network Security), storage or server software. The role is a technically hands-on one with account management focus. The successful candidate will be an experienced problem solver who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical networks/operations. One who can be calm while working under pressure, and has strong operational experience to systemically and expediently drive issues/escalations resolutions.

Customer Success Engineer engages with customers to understand their topology and provides suggestions, answer questions, reviews configurations, troubleshoots issues. They are also expected to participate in pre-sales activities which include (but not limited to) assist Celestica’s Sales Engineers and Business Development teams. They are expected to have a complete understanding of networking protocols that are common in a Data Center, Enterprise and Campus scenarios, author Field Notes for consumption by the customers. Should be experienced in troubleshooting a wide array of network related issues. Must have an understanding of switch and router architecture. Travel requirements may be up to 25% of the time.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Responsible for managing customer relationships and provide optimal customer experience for customer retention and expansion
• Requires application of in-depth knowledge of Network, or storage and server products to resolve field issues.
• May lead a multi-functional work group or project team consisting of one or more support staff and/or tech/professional staff.
• Acts as the primary technical contact with the customer or partner. Must have direct customer interface experience.
• Draws on thorough knowledge of systems architecture, hardware and software knowledge to identify root cause and proposes solutions.
• Coordinates with the design team to create the solution and ensures the solution resolves customer reported issues. May also work on solutions individually.
• Experience in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (DC/Enterprise/Campus) is required
• Deep understanding of Switching/Network Security/Routing hardware architecture is required
• May manage relationships with key vendors/partners.
• Keep up to date with relevant industry knowledge and regulations
• Liaison with suppliers, customers, contractors, and other internal teams.
• Analyze and interpret data and information
• Create reports and documentation. Establish KPIs for tracking progress and success of the account/ Customer Success Function.
• Ability to travel up to 25% of the time (both domestic and international)
  
  

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Occasional travel may be required.
  
  

Typical Experience

10 plus years of industry experience.

Typical Education

Bachelor degree or consideration of an equivalent combination of education and experience.

Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

The salary range described in this posting is an estimate by the Company, and may change based on several factors, including but not limited to a change in the duties covered by the job posting, or the credentials, experience or geographic jurisdiction of the successful candidate. Salary Range: $120k-$188k

All 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.

Celestica’s policy on equal employment opportunity prohibits discrimination based on race, color, creed, religion, national origin, gender, sexual orientation, gender identity, age, marital status, veteran or disability status, or other characteristics protected by law.

This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO guidelines.

Location: This is a remote position, with travel as necessary. We are open to considering candidates close to any of our US locations in Massachusetts, Pennsylvania, Minnesota, Texas, Arizona, Oregon or California as well as locations near major airports such as the Northeast, Southeast, Midwest and Pacific Coast.

Company Overview

Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers.

Celestica would like to thank all applicants, however, only qualified applicants will be contacted.

Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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