Premier Success Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• The Premier Success Manager (PSM) serves as the primary customer advocate and leader, delivering high-touch engagement for Extreme’s most valued and strategic customers.

• The PSM plays a crucial role throughout the customer lifecycle—from onboarding and adoption to expansion and renewal—ensuring that each phase aligns with the customer’s success objectives and is supported by proactive engagement.

• Every Premier customer is assigned a dedicated PSM to enhance their experience with Extreme, addressing all pre- and post-sales support needs, ensuring a world-class Customer Success Experience.

• Success in this position is evaluated through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates, which reflect the PSM’s influence on long-term customer value.

• The PSM is a seasoned and technically skilled service and support professional who collaborates with customers, the Extreme Global Technical Assistance Center (GTAC), and numerous other teams to provide elevated support.

• They keep track of case escalations as cases are assigned and routed through the product support teams.

• In critical situations, they will coordinate activities to achieve faster resolutions, providing communication updates to all parties involved.

• The PSM will facilitate and/or engage in periodic review sessions, and on an exception/pre-arranged basis, customer visits and off-hours standby for special projects.

• The PSM is tasked with building a close working relationship with the customer’s operations teams to gain a comprehensive understanding of the accounts’ products and network, further enriching the Extreme customer relationship.

⛳️ Requirements

• B.S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience.

• 10 years of experience in telecommunications or a related technical field, preferably in network operations.

• 5 years of customer support experience in data processing, data communications, or a related environment.

• Responsibility for high-profile tasks or projects within the scope of a mid-level manager position.

• 5 years of people management and/or leadership experience.

• Proven leadership in customer account management; experience with carrier-class customer service is highly valued.

• Exceptional project planning, communication, and customer relation skills.

• Project management training or relevant experience is beneficial.

• Ability to manage tense, critical situations, fostering and enhancing customer confidence through reliable, consistent, and comprehensive resolutions.

• Capability to effectively lead and/or influence the direction of projects or situations to resolve issues or meet the needs of the customer and Brocade.

• Ability to create a productive team atmosphere that crosses organizational boundaries such as sales, technical support, and service delivery—ideally forming a close partnership with the customer.

• Proficiency in English.

• Additional languages would be advantageous—French, Spanish, German, Arabic.

• High or Expert knowledge in the following areas:

• Project Management

• Networking/Network Operations

• Customer relationship management and related soft skills.

• Situational control, leadership, and facilitation to resolution.

• Proven experience in organizing and articulating written and verbal communications clearly, effectively, and efficiently.

• Ability to develop and deliver materials/presentations to small audiences of up to 50 individuals.

• General knowledge in the following areas:

• IP technologies and protocols, Fabric/Routing/Switching/Cloud/Wireless.

• Troubleshooting network, hardware, and software issues.

• Network Function Virtualization; Software Defined Networking.

• Technical support operations and methodologies.

• Network Analytics – data collection methodologies and tools.

🏝️ Benefits

• Inclusion is one of our core values and is embedded in our DNA. We are dedicated to cultivating an inclusive workplace that values our differences and fosters an environment where all employees thrive because of these differences, not in spite of them.