Customer Success Manager

🕒 Setembro 14

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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EXFO

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1985

💼 Consultoria

🏭 Manufatura

📦 Logística

💰 $15.900.000 Grant - EXFO em 2022-10

Consulting • Manufacturing • Logistics

A EXFO é uma fornecedora de soluções de teste, monitoramento e análise de redes para provedores de serviços de comunicação, data centers, contratantes e fabricantes de equipamentos de rede. A empresa projeta e fabrica instrumentos de teste óptico e elétrico, além de hardware para testes em laboratório/campo, desenvolve software e análises para operações e automação de redes, e oferece serviços como calibração, treinamento e testes gerenciados. A EXFO foca em testes de redes de fibra óptica e de alta velocidade (incluindo 5G, PON, OTDR e validação de circuitos integrados fotônicos) e atende clientes corporativos e operadores em todo o mundo.

Descrição

• 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 and sales leadership to implement strategies for expansion business growth for EXFO’s SaaS Platform Ecosystem Solution • Provide system-level consulting expertise to design performance solutions for named service providers • Work cross-functionally with multiple business units and solution teams to leverage existing products and create segment-specific solutions • Collaborate with delivery services, reviewing scoping and service deal development in partnership with delivery teams • Interface with strategic customers to solidify expectations of performance and growth of EXFO’s end-to-end software platform solutions • Track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals • Align Product Management with target accounts and engage customers in roadmap decisions • Coordinate with Product and Sales management to align software platform solutions with customer needs and business metrics • Provide competitive intelligence on feature sets, roadmaps, and pricing to product management • Work with business-unit leadership to optimize software solution pricing and offers • Leverage EXFO’s partner network for deployment of cloud products and services • Identify and attend tradeshows and business functions to monitor market developments, find business opportunities, and market solutions • Create an annual business plan supporting strategic and financial goals • Set software strategic direction and product positioning with sales, marketing, development, customers, and prospects • Plan and execute software go-to-market initiatives, including product launches, market research, outbound messaging, value propositions, differentiation, and thought leadership communications • Ensure technological resources meet short- and long-term company needs • Outline research and development goals • Create timelines for development and deployment of technological services • Mentor team members and train key sales members on software technology

🎯 Requisitos

• 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 • Bachelor’s degree in information technology • Minimum of 3 years in Customer Success role, technical account role or similar position handling complex multi-site B2B accounts

🏖️ Benefícios

• Equal opportunity employer • Commitment to diversity and an inclusive environment for all employees

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