Premier Success Manager - German and Italian Speaking at Extreme Networks

Italy

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Networking, Technology, Cloud ServicesIndustries

Requirements

German and Italian speaking
Experienced and technical service and support professional
Outstanding soft skills for building trusted relationships with customers and internal cross-functional teams
Good technical skills and acumen
Skilled in project management
Ability to influence and reach successful resolutions and outcomes

Responsibilities

Serve as primary account contact for Customer Success within Extreme Premier Support (70% Account Management)
Coordinate as the focal point for all post-sales account-related activities with Sales Teams, GTAC, Professional Services, Cloud Services, and Extreme's Support organization
Proactively engage customers for requirements relating to product enhancements to improve product serviceability and usability; work with Engineering for implementation and feature requests to product management
Provide quarterly reviews to assigned Premier customers
Establish regular communications with customers, including on-site visits
Utilize Extreme’s SFDC reporting for product trend analysis for early awareness of issues
Provide on-site or remote presence during critical situations
Act as key customer advocate and leader providing high-touch engagement throughout the customer lifecycle (onboarding, adoption, expansion, renewal)
Facilitate activities for quicker resolutions in critical situations, including case escalations and communication updates
Maintain knowledge of case escalations routed through product support teams
Facilitate/participate in periodic review sessions, customer visits, and off-hours standby for special projects
Establish close working relationships with customer’s operations teams to gain in-depth knowledge of accounts’ products and network

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer AdvocacyOnboardingAdoptionRenewal ManagementNet Promoter ScoreCustomer SatisfactionTechnical SupportCase EscalationGTACNetworking SolutionsCloud-Driven NetworkingGermanItalian

Questions & Answers

Common questions about this position

What are the key responsibilities of the Premier Success Manager?

The PSM acts as the key customer advocate, providing high-touch engagement throughout the customer lifecycle from onboarding to renewal, while coordinating support with GTAC and managing account relationships for 70% of the role.

What skills are required for the Premier Success Manager role?

Ideal candidates have outstanding soft skills for building trusted relationships, good technical skills and acumen, project management expertise, and the ability to influence successful resolutions.

What languages are needed for this Premier Success Manager position?

The role requires German and Italian speaking abilities.

What is the company culture like at Extreme Networks?

Extreme Networks emphasizes inclusion as a core value, fostering an inclusive workplace that embraces differences and enables all employees to thrive because of them.

How is success measured in this role?

Success is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates.

Is this a remote position or does it require travel?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Extreme Networks

Provides advanced networking solutions and services

About Extreme Networks

Extreme Networks specializes in advanced networking solutions that optimize and secure network operations for a variety of clients, including educational institutions, retail businesses, government agencies, and healthcare facilities. Their products include network infrastructure such as switching and routing solutions, wireless connectivity, and data center fabrics, along with cloud-based services and advanced security measures. Extreme Networks differentiates itself by offering both hardware and software solutions, as well as professional and managed services that ensure efficient network operations. Their goal is to provide comprehensive support and training to help clients maximize their networking capabilities.

Morrisville, North CarolinaHeadquarters

1996Year Founded

$16.8MTotal Funding

IPOCompany Stage

Government & Public Sector, Enterprise Software, Cybersecurity, EducationIndustries

1,001-5,000Employees

Benefits

Competitive pay

Comprehensive healthcare

HSA

Life & disability insurance

Retirement plans

Employee stock purchase program

Tuition reimbursement

PTO

Wellness programs

Risks

Securities fraud lawsuit may damage Extreme Networks' reputation and investor confidence.

Complexity of AI integration could hinder adoption of Extreme Platform ONE.

Stiff competition in cybersecurity market may affect ZTNA solution's market share.

Differentiation

Extreme Networks offers AI-powered platformization with Extreme Platform ONE.

The company provides comprehensive networking solutions, including cloud and security integration.

Extreme Networks serves diverse industries, from education to healthcare and government.

Upsides

Growing demand for AI-driven network management boosts Extreme Networks' market potential.

Expansion of 5G networks increases need for advanced networking solutions.

Rising adoption of cloud-based solutions enhances Extreme Networks' scalability and flexibility.

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