Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and nurture software strategies while articulating them within a technical and business framework for established strategic EXFO clients.

• Monitor usage analytics to pinpoint underutilization and proactively provide targeted training and best practices.

• Collaborate closely with product and sales leadership to execute strategies that drive business growth for EXFO’s SaaS Platform Ecosystem Solution.

• Offer system-level consulting expertise to design performance solutions for designated service providers.

• Work cross-functionally with various business units and solution teams to leverage existing products and develop segment-specific solutions.

• Partner with delivery services to review scoping and service deal development in collaboration with delivery teams.

• Engage with strategic customers to reinforce expectations regarding the performance and growth of EXFO’s comprehensive software platform solutions.

• Monitor customer health data across intricate corporate structures to minimize churn and secure high-value contract renewals.

• Align Product Management with target accounts and involve customers in roadmap decision-making.

• Coordinate with Product and Sales management to align software platform solutions with customer requirements and business metrics.

• Provide competitive insights on feature sets, roadmaps, and pricing to product management.

• Collaborate with business-unit leadership to optimize pricing and offerings for software solutions.

• Utilize EXFO’s partner network for the deployment of cloud products and services.

• Identify and attend tradeshows and business events to monitor market trends, discover business opportunities, and promote solutions.

• Create an annual business plan that supports strategic and financial objectives.

• Establish software strategic direction and product positioning in collaboration with sales, marketing, development, customers, and prospects.

• Plan and implement software go-to-market strategies, including product launches, market research, outbound messaging, value propositions, differentiation, and thought leadership communications.

• Ensure that technological resources fulfill both short-term and long-term company requirements.

• Define research and development objectives.

• Establish timelines for the development and deployment of technological services.

• Mentor team members and educate key sales personnel on software technology.

⛳️ Requirements

• Proficient understanding of cloud-based solutions and applications.

• Knowledge of engineering data pipelines, cloud-based analytics, and common testing frameworks or automation scripting tools.

• Extensive familiarity with Test & Measurement workflows, hardware validation, and automated testing equipment.

• Exceptional leadership and communication skills, along with strong business acumen and collaborative abilities with internal and external business partners and customers.

• At least 3 years of experience in customer success, technical account management, or application engineering managing complex, multi-site B2B accounts.

• Outstanding communication skills to lead the strategy and development of new business proposals and presentations.

• Ability to prioritize and align multiple goals and objectives effectively.

• Maturity and comfort in engaging with senior executives both internally and externally.

• Self-motivated with the capacity to communicate and interact with individuals at all levels, including executives, both within and outside of EXFO.

• Strong planning, organizational, and prioritization capabilities.

• Demonstrates excellent judgment and analytical skills.

• Innovative problem solver.

• Bachelor’s degree in information technology.

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

🏝️ Benefits

• Equal opportunity employer.

• Commitment to diversity and fostering an inclusive environment for all employees.