Sr. Support Delivery Manager 9969
Share
Job Location:
Monthly Salary:
Posted on:
12 days ago
Vacancies:
1 Vacancy
Job Summary
Over 50000 customers globally trust our end-to-end cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year no provider is better positioned to deliver scalable outcomes than Extreme.
Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences not in spite of them.
Become part of Something big with Extreme! As a global networking leader learn why theres no better time to join the Extreme team.
If youre ready for a great career opportunity now is the time to join Extreme Networks! Recognized by both IDC and Gartner for our market leadership in data center networks Extreme helps organizations around the world build the networks of .
Strategic Extreme Networks focus areas include:
Extreme Applications Analytics & Visibility Orchestration and Security Extreme Switching Campus Data Center and Edge
Extreme Routing Core to Edge Local or Cloud Managed
Extreme Wireless Controllers Indoor/Outdoor Specialized Wifi-6 Local or Cloud Managed
Extreme is seeking a Premier Delivery Manager to be based in the East or Central United States area. PDMs provide overall service delivery and account management for Extremes Premier accounts and act as primary contact for customers during their engagements with Extremes Global Service Delivery organization.
Role Summary:
TheDelivery Manager is a field-based member of the Premier Support Delivery organization that provides onsite technical operations deployment network monitoring and escalation support for Premier customers.
Account Management: 70%
Primary account contact responsible for customer satisfaction of support services of Extremes best in class Global Service Delivery OrganizationCoordinate with Sales Channels and Professional Services as the focal point for all post-sales account related activities. Proactively engage customer for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of official requests for enhancements are given to product management. Provide quarterly reviews to assigned Premier and Premier accounts. Establish regular communications with customers including on-site visits. Access the Extreme Oracle system (PDs) and conduct early trend indicator analysis. Provide on-site presence during critical or high-visibility situations project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation. Work with and provide daily guidance as needed to Extreme engineers assigned to the account Respond promptly to customer needs providing value added services where applicable. Ensure that accurate documentation of customers Extreme network and associated information is current and available for customer support. Monitor review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team Provide proactive administration of the customers environment: Review cases and conduct early trend indicator analysis review logs TSBs ISBs Heat Map EOL EOS etc. Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability. Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements
Revenue Generating Service Projects: 15%
Work closely with the customer to ensure customer satisfaction of all professional services account engagements. Support the sales team on pre-sales activities such as customer escalations/troubleshooting customer demonstrations lab set-up training/knowledge transfer sales calls travel as required. Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements. Support post sales services engagements such as installations and assessments Develop relationships with customer to degree where new product services can be suggested and accordingly passed along to the sales team for potential new sales opportunities.
Knowledge Growth and Transfer:10%
Mentor and coach co-workers and peers. Share valuable knowledge openly. Develop and maintain Extreme customer operation procedures documentation. Maintain current industry trends competition and technical and product knowledge with respect to its value to Extreme customers.
Other duties as assigned: 5%
B. S. degree in Computer Science a related field; or equivalent work experience. 10 years experience in telecommunications or related technical field preferably network operations related. 5 years of customer support experience in data process data communications or related for high profile tasks or projects within the scope of a mid-level manager position. 5 years of people management and/or leadership.
Key competencies
Demonstrated leadership in customer account management carrier class customer experience highly valued. Excellent project planning communication and customer relation management training or related experience to manage tense critical situations creating and enhancing customer confidence through reliable repetitive and complete to effectively lead and/or influence direction of projects or situations in such a manner that resolves issues or needs for the customer and to create effective team atmosphere that spans organizations such as sales technical support and service delivery ideally forming a close partnership with the customer.
Technical skills & Knowledge:Expert knowledge in the following areas:
Broad understanding of Extreme platforms expectedNetworking/Network OperationsCustomer relationship management and related soft skillsSituational control leadership and facilitation to resolutionTroubleshooting network hardware and software issuesMust have proven experience organizing and expressing written and verbal communications clearly effectively and efficientlyAbility to develop and deliver materials/presentations to small audiences up to 50
General knowledge in the following areas:
IP technologies and protocolsRouting/SwitchingStorage area Networking technologiesNetwork Function VirtualizationSoftware Defined NetworkingTechnical support operations/methodologiesNetwork Analytics data collection methodologies and tools.
Job RelatedWork Schedule:
Monday through Friday and weekend or overnight hours as required to support customer in maintenance windows or critical event circumstances.
Extreme Networks Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning artificial intelligence analytics and automation. Over 50000 customers globally trust our end-to-end cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information visit Extremeswebsiteor follow us on Twitter LinkedIn and Facebook.
We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values no employee or applicant will face discrimination/harassment based on: race color ancestry national origin religion age gender marital domestic partner status sexual orientation gender identity disability status or veteran status. Above and beyond discrimination/harassment based on protected categories Extreme Networks also strives to prevent other subtler forms of inappropriate behavior (e.g. stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden barriers to success have no place at Extreme Networks.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Kanban
- Project / Program Management
- Agile
- Waterfall
- Project Leadership
- Application Development
- Project Management
- Scrum
- Microsoft Project
- SDLC
- Project Implementation
About Company
We provide networking solutions to power your business. Our flexible and scalable cloud networking services help optimize your network infrastructure.
