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Sr. Customer Success Program Manager

Support Revolution

New York (NY)

On-site

USD 123,000 - 140,000

Full time

30+ days ago

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Job summary

An established industry player is seeking a Sr. Customer Success Program Manager to lead account strategies and enhance customer satisfaction. In this pivotal role, you will coordinate across multiple sites, ensuring that customer expectations are not only met but exceeded. With a focus on delivering optimal quality and performance, you will manage key relationships and drive initiatives that promote growth and efficiency. This dynamic position offers the chance to make a significant impact within a rapidly expanding company that values innovation and excellence. If you are passionate about customer success and have a proven track record in account management, this opportunity is perfect for you.

Qualifications

  • 8+ years of sales/account management experience required.
  • Experience in IT and Data Center services is essential.

Responsibilities

  • Develop and manage account strategies for optimal delivery performance.
  • Coordinate multiple sites to exceed customer expectations.
  • Manage customer relationships and ensure satisfaction.

Skills

Sales Management
Account Management
Customer Relationship Management
Project Management

Education

Bachelor's Degree

Job description

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Location: New York, New York, United States

About Supermicro:

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Supermicro is looking for a Sr. Customer Success Program Manager. In this role, you will be in charge of developing, implementing, and managing account strategies to provide the business with optimal quality, pricing & delivery performance.

Essential Duties and Responsibilities:
  1. Set goals for specific accounts.
  2. Coordinate multiple sites and functions to exceed customers' expectations.
  3. Own results of Pre-Sales, After-Sales, and Customer satisfaction, delivering growth and maintaining an opportunity pipeline.
  4. Manage relationships with customers at executive/resolution-making levels.
  5. Accountable for projects/initiatives and drive site focus on efficiency programs.
  6. On-Site Customer and offline Data Center relationship management and information flow, developing growth through next generation.
  7. Manage contract renewals, changes, and maintenance.
  8. Accountable for delivery on Customer Satisfaction and customer KPI scoring across all sites.
  9. Improve communication and drive best practices across multi-sites.
  10. Ensure all client programs execute to contract, hitting key KPIs.
  11. Control tracking risks on the business and report to SMC business accordingly.
  12. Create and deliver quarterly business reviews and establish a cadence for standard reporting.
  13. Schedule and lead recurring customer touchpoints in coordination with Sales and other internal teams.
Qualifications:
  1. Typically requires a Bachelor’s degree or equivalent experience.
  2. Typically requires a minimum of 8 years of sales/account management experience.
  3. Experience working within IT, Data Center services for a customer or organization.
  4. Demonstrates expert operations, technical, and people and/or process skills, as well as customer (external and internal) relationship skills.
  5. Understands the strategic impact of the function across sites.
Salary Range:

$123,000 - $140,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement:

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

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