Customer Success Manager

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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EXFO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

💼 Consulting

🏭 Manufacturing

📦 Logistics

💰 $15.9M Grant - EXFO on 2022-10

Consulting • Manufacturing • Logistics

EXFO is a provider of network test, monitoring and analytics solutions for communications service providers, data centers, contractors and network equipment manufacturers. The company designs and manufactures optical and electrical test instruments and lab/field testing hardware, develops software and analytics for network operations and automation, and offers services such as calibration, training and managed testing. EXFO focuses on fiber-optic and high-speed network testing (including 5G, PON, OTDR, and photonic integrated circuit validation) and serves enterprise and carrier customers worldwide.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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