Senior Customer Success Manager (REMOTE) at CommScope

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Job ID 71310-en_US In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

Ruckus offers a complete line of high-performance access network infrastructure, including Wi-Fi controllers and access points, wired Ethernet switching and OpenG in-building cellular and small cell, combined with network security, analytics and management software, and professional services and support.

Our commitment to technology innovation is one of the bedrock values of the company. And today, we innovate across both wireless and wired technologies to meet the needs of enterprises and organizations of all stripes and sizes. With our OpenG technology, we are pioneering an ecosystem that will enable organizations to self-deploy LTE coverage in the same way they deploy Wi-Fi today. Our deep history of technical innovation means superior, dependable connections for our customers. Everywhere, all the time.
How You'll help us connect the world:

The Customer Success Manager (CSM) is responsible for driving customer growth, adoption and success with Ruckus Networks. This individual must be comfortable collaborating with a variety of mid-size, enterprise customers and service providers from a range of industries. The CSM will be able to articulate the value of Ruckus Networks to inspire and support customer adoption and expansion. This role is the customer's advocate throughout the customer lifecycle journey from onboarding to renewal. The CSM collaborates with customer contacts up to the CTO level, as well, multi-functional within Ruckus BU to provide a high-touch experience for Bulldog customers.

Duties/Responsibilities:
  • Develop a trusted advisor relationship with our customer's managers and executive sponsors.
  • Be the single point of contact and escalation for the customer. Including directing customers quickly and efficiently to resources and coordinating additional assistance as required.
  • Increase customer retention and adoption rates by conducting regular partnership calls to assess user experience and level of satisfaction, or lack thereof.
  • Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
  • Coordinate with all account team elements to participate in the initial on-boarding kickoff meeting. This includes delivery of all contract defined deliverables; setting success metrics; engaging customer signatories; and using project management for the account's implementation of the Ruckus Networks products/services.
  • Positively impact customer growth through training and development of standard methodologies to continually drive business value and return on the customer's investment.
  • Track customer activity to identify operational readiness; risk; growth opportunities, within the network. Proactively participates in customer meetings to communicate and mitigate risk, while simultaneously identifying growth opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the CSM's portfolio of customers.
  • Work closely with internal resources on partner concern and resolution processes for critical customer issues.
  • Any other ancillary duties as assigned.
Requirements:
  • Excellent individual and group presentation, written, and oral communication skills
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Strong organizational and time management skills with the ability to manage numerous projects simultaneously
  • Proficient Project management skills as defined by PMI.
  • Familiarity with data extraction, analysis and strategic plan execution
  • Proficient in Salesforce and Microsoft Office Suite (Outlook, Excel, Word and Power Point)
  • Highly engaged teammate, proactively promoting innovative ideas to inspire customer loyalty and product adoption
  • Proactive in cross functional leadership and team coordination skills
  • Ability to function in an extremely multifaceted, constantly evolving business environment, maintaining an "always learning" disposition
  • Poses a minimum of 3 years customer success management and/or sales experience from an IT company, wireless experience a plus.
  • Travel up to 25%

#LI-RB1

#LI-REMOTE

Why RUCKUS a CommScope BU?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's nextcome connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at [email protected] You can also learn more about CommScope's accommodation process and EEO policy at careers.commscope.com/eeo
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More Information on CommScope
CommScope operates in the Hardware industry. The company is located in Hickory, NC. CommScope was founded in 1976. It has 10427 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 40 open jobs at CommScope, click here.
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