Customer Success Manager

EXFO; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

EXFO Inc. is seeking a Customer Success Manager to oversee support and service delivery for its fast-growing Software ecosystem, specifically our Platform Ecosystem SaaS.

You will monitor usage analytics, deliver targeted training, and collaborate with product, sales and delivery teams to drive adoption, reduce churn, and expand strategic accounts across the United States. A minimum of 3 years in customer success and a Bachelor's degree in information technology are required.

Qualifications

• Minimum 3 years of customer success or similar role managing complex multi-site B2B accounts.
• Experience with cloud-based solutions and analytics.
• Strong leadership and executive communication skills.
• Ability to align product, sales and delivery teams with customer strategy.
• Comfort working with cross-functional teams and complex organizations.

Responsibilities

• Develop and incubate software strategies for EXFO customers.
• Monitor usage analytics to identify underutilization and deliver targeted training.
• Collaborate with product/sales to drive expansion for the Platform Ecosystem SaaS.
• Provide system-level consulting to design performance solutions for service providers.
• Coordinate with delivery teams on scoping and service deals.
• Proactively track customer health data to reduce churn and secure renewals.
• Align product management with target accounts and roadmap decisions.
• Interface with strategic customers to set performance expectations and growth.
• Work with cross-functional teams to create segment-specific solutions.

Skills

Cloud solutions

Customer success

Leadership

Account management

Strategic thinking

Communication

Education

Bachelor's degree in information technology

Job description

Responsibilities

The Customer Success Manager will be responsible for the support and service delivery for a fast-growing Software ecosystem with the following key Responsibilities:

• Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers
• Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices.
• Work closely with product/sales leadership to implement and execute strategies to developing expansion business growth for EXFO’s Platform Ecosystem Solution - SaaS
• Provides system-level consulting expertise to design performance solutions for named service providers.
• Work cross-functional with multiple business units and solution teams to leverage existing products and create segment-specific solutions.
• Responsible for collaborating with delivery services, reviewing scoping and service deal development in partnership with the delivery teams.
• Interface with existing strategic customers to solidify expectations of performance and growth of EXFO’s software Platform end 2 end solutions
• Proactively track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals.
• Align EXFO Product Management team with target accounts and engage customers in roadmap decisions to align with upcoming customer requirements
• Coordinate with Product/Sales management teams to align EXFO software Platform end 2 end solutions to the needs of the customers to affect significant process changes that impact customers’ business metrics
• Provide competitive intelligence - feature set, road map, pricing information to product management teams
• Work with BU direction to optimize software solution pricing and offer
• Work closely with sales and BU director at leveraging EXFO’s partner network for the deployment of cloud products and services.
• Identify and attend tradeshows and other business functions to keep abreast of developments in the marketplace, to find potential new business opportunities, and to market Solution
• Create an effective annual business plan that directly supports the strategic and financial goals of the business
• Work closely with sales, marketing, development, customers and prospects to set the software strategic direction and overall product positioning
• Planning, developing and working with the marketing communications team on the execution and sustainment for all elements of software go-to-market initiatives: product launches, market research & analysis, outbound messaging, value propositions, differentiation and thought-leadership communications activity
• Ensuring that technological resources meet the company's short and long-term needs.
• Outline the goals for research and development.
• Creating timelines for the development and deployment of all technological services.
• Acting as a mentor to team members while training key sales members on the software technology.

Job Description

Role & Responsibilities

Responsibilities

The Customer Success Manager will be responsible for the support and service delivery for a fast-growing Software ecosystem with the following key Responsibilities:

• Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers
• Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices.
• Work closely with product/sales leadership to implement and execute strategies to developing expansion business growth for EXFO’s Platform Ecosystem Solution - SaaS
• Provides system-level consulting expertise to design performance solutions for named service providers.
• Work cross-functional with multiple business units and solution teams to leverage existing products and create segment-specific solutions.
• Responsible for collaborating with delivery services, reviewing scoping and service deal development in partnership with the delivery teams.
• Interface with existing strategic customers to solidify expectations of performance and growth of EXFO’s software Platform end 2 end solutions
• Proactively track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals.
• Align EXFO Product Management team with target accounts and engage customers in roadmap decisions to align with upcoming customer requirements
• Coordinate with Product/Sales management teams to align EXFO software Platform end 2 end solutions to the needs of the customers to affect significant process changes that impact customers’ business metrics
• Provide competitive intelligence - feature set, road map, pricing information to product management teams
• Work with BU direction to optimize software solution pricing and offer
• Work closely with sales and BU director at leveraging EXFO’s partner network for the deployment of cloud products and services.
• Identify and attend tradeshows and other business functions to keep abreast of developments in the marketplace, to find potential new business opportunities, and to market Solution
• Create an effective annual business plan that directly supports the strategic and financial goals of the business
• Work closely with sales, marketing, development, customers and prospects to set the software strategic direction and overall product positioning
• Planning, developing and working with the marketing communications team on the execution and sustainment for all elements of software go-to-market initiatives: product launches, market research & analysis, outbound messaging, value propositions, differentiation and thought-leadership communications activity
• Ensuring that technological resources meet the company's short and long-term needs.
• Outline the goals for research and development.
• Creating timelines for the development and deployment of all technological services.
• Acting as a mentor to team members while training key sales members on the software technology.

Requirements

• Working knowledge of cloud-based solutions and applications
• Understanding of engineering data pipelines, cloud-based analytics, and common test frameworks or automation scripting tools. Deep familiarity with Test & Measurement workflows, hardware validation and automated test equipment.
• Excellent leadership and communication skills, strong business acumen and collaborative skills with internal/external business partners and customers
• Minimum 3 years of customer success, technical account management, or application engineering experience handling complex, multi-site B2B accounts.
• Excellent communication skills to lead strategy and development of new business pitches and presentations
• Prioritization and alignment of multiple goals and objectives
• Maturity and comfort level interacting with senior executives both internally and externally
• Self-starter with the ability to communicate and interact with people at all levels, including executive levels, both external and internal to EXFO
• Strong planning, organizational and prioritization skills
• Demonstrates strong judgment and analytical skills
• Innovative problem solver

Education

Bachelor’s degree in information technology.

Experience

Minimum of 3 years in Customer Success role, technical account role or similar position handling complex multi-site B2B accounts.

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.