Job Description

Customer Success Manager Role Description
The Customer Success Manager is a dynamic role that is inherently cross-functional. You will proactively create and implement plans for building, growing and retaining long-term customer relationships. You will work directly with customers, sales, product support, product management, and internal engineering team(s) to deliver turnkey networking solutions to solve service provider’s scale and capacity challenges as they approach 5G, next-gen internet, and data center deployments. You will own creating customer experiences that You will take learnings from these engagements and drive our business processes and roadmap, shaping next-generation Access, 5G, Optical transport, Aggregation, Data Center, and Provider Edge solutions. Primary Responsibilities

• Build relationships with our most strategic customers by working with customers, sales, internal teams, and partners to accelerate deployment, adoption and value realization using OcNOS product portfolio.
• Develop plans to make customer specific deployment, technology, service or software migration a success
• Be responsible for customer success metrics like CSAT, NPS or other metrics as defined for the year.
• Communicate with internal and external stakeholders about the health of the customer success journey for strategic customers, create pivot plans as needed and execute to maintain stability of the customer networks while helping them innovate and launch new services
• Collaborate with the OcNOS product teams to define platform requirements and product plans for next-generation OcNOS solutions
• Work proactively to resolve technical issues for customer
• Develop unique, compelling, and exciting presentations and demonstrations of IP Infusion solutions and customer success team value proposition.
• Review customer complaints and concerns and seek to improve the customer experience.
• Delegating and directing tasks, monitoring the progress of customer issues and projects, provide resolution to customer issues on time.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.

Basic Qualifications

• Knowledge of L2/IP/MPLS networks
• 7+ years of experience in pre-sales or post-sales customer-facing role
• Business level English and technical presentation skills
• Experience working with telcos and data centers and supporting deployment of mission critical networks.
• Knowledge and experience using customer success frameworks including health monitoring, RACI, project management, stakeholder management etc.

Nice to have or Preferred Qualifications

• Computer Sc or equivalent engineering/technical degree
• Experience in network design, deployment, or support for service provider networks
• Experience working with Tier 1 service providers
• Strong industry standards and creative problem solving skills.
• The ability to work under pressure and handle stressful situations.
• Experience planning and executing technical demonstrations and proof of concepts including field trials with service providers
• Experience with 4G/5G, optical transport, and/or provider edge/aggregation deployments
• Working knowledge and experience with networking systems (JNPR, CSCO, Huawei, Ciena, Infinera, Nokia)