Remote Premier Delivery Manager

Summary

Join our team as a Premier Deliver Manager (PDM) and work with customers to deliver enhanced support, maintaining knowledge of case escalations and facilitating activities to achieve quicker resolutions. As a PDM, you will be responsible for multiple accounts, providing proactive administration of the customer's environment, and supporting the sales team on pre-sales activities.

Requirements

• B. S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience
• 7-10 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 environment
• Responsibility for high profile tasks or projects

Responsibilities

• Primary account contact for customer satisfaction within Extreme Premier Support
• Coordinate with Sales Teams 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
• Provide quarterly reviews to assigned Premier accounts
• Establish regular communications with customers, including onsite visits if necessary
• Provide on-site or remote presence during critical or high-visibility situations, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation
• Respond promptly to customer needs, providing value added services where applicable
• Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer base
• Ensure that accurate documentation of customer’s Extreme network, and associated information is current and available for customer support to access and streamline the issue resolution process
• 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, Field Notices, EOL, EOS, etc
• Support the sales team on pre-sales activities such as customer escalations/troubleshooting, customer demonstrations, lab set-up, training/knowledge transfer, sales calls – travel when essential
• Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements
• Schedules and project management around annual asset survey and new major pilot Firmware installations

Benefits

• Travel and normal work hours will be typically Monday to Friday, 8am-5pm local time or as agreed between customer and Extreme
• Weekend or overnight hours as required
• PDM must be available for critical customer issues nights and weekends
• Occasional maintenance window support at night or weekend