Customer Success Manager

Celestica; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Engineer, where you will play a crucial role in enhancing customer experiences and resolving complex technical issues in networking and server solutions. This position offers the chance to engage directly with customers, understand their needs, and provide tailored solutions, all while working in a dynamic and supportive environment. With opportunities for travel and collaboration across various teams, you will contribute to the growth and success of the business. If you are a seasoned professional with a passion for technology and customer service, this role is perfect for you.

Qualifications

• 10+ years of industry experience in networking and customer support.
• Strong understanding of networking protocols and system architecture.

Responsibilities

• Manage customer relationships and provide optimal customer experience.
• Troubleshoot and resolve technical issues for networking and server products.

Skills

Problem Solving

Customer Relationship Management

Network Troubleshooting

Technical Communication

Operational Experience

Education

Bachelor's Degree

Equivalent Combination of Education and Experience

Tools

Networking Protocols

Data Center Hardware

Server Software

Job description

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, answers questions, reviews configurations, and troubleshoots issues. They are also expected to participate in pre-sales activities which include (but are not limited to) assisting Celestica’s Sales Engineers and Business Development teams. They are expected to have a complete understanding of networking protocols that are common in 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 providing 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 propose 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, and 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.

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.