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Cloud Customer Success Manager (Virtual) (712140800)

CommScope, Inc.

Last Updated: 2/24/21

Job Description

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

As a Cloud Customer Success Manager with Ruckus Customer Services & Support, responsible for driving the experience for customers of our flagship Cloud offerings! This diverse role will challenge you to put yourself in the shoes of the customer, drive retention, and advocate for continuous improvement across all functions. You must be willing to identify points of customer friction and deliver what an outstanding experience looks like.

Using what you learn you will be able to:

  • Drive communications with customers onboarding to the platform
  • Report on customer engagement, behavior, and metrics relevant to the success of the company
  • Work with a broad team to understand what contributes to customer retention and plan together on how to improve adoption
  • Coordinate and lead Customer Success initiatives that drive the customer experience.
  • Influence customer behavior through compassion and detailed preparation

Your partners include all parts of the business including support, engineering, order admin, renewals, PLM.

To be successful, we expect you will;

  • Be an excellent written and verbal communicator
  • Drill into details of customer experience, from licensing, call flows and renewals, product behavior. Understanding from a customer point of view is crucial
  • Program/Project Manage initiatives based on urgency and competing priorities
  • Strong capacity for Influencing, negotiating and delegating efforts
  • 5+ years experience in cloud, networking, routing, switching, and/or Wi-Fi (10-15 years preferred)
  • Familiarity with CommScope product lines is helpful
  • Be a creative and versatile problem solver
  • Past experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired

Why CommScope?

Our work environment attracts forward-thinking, hardworking, and caring people who strive to build what’s next. We provide our employees with opportunities where they can innovate and build, while growing and developing their careers. We thrive with change and know the value diversity plays in bringing forth new insights and generating better solutions.

#LI-Virtual

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

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Company Details


CommScope, Inc.

Hickory, North Carolina, United States