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Senior Customer Success Manager (689550900)

CommScope, Inc.

Last Updated: 11/22/20

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.

We are looking for exceptionally talented, bright, and driven people. If you would like to be part of a team dedicated to delivering industry-leading performance through exceptional talent and a culture of innovation and collaboration, this is an opportunity you won’t want to miss.

We are looking for a Senior Customer Success Manager to join our team and help build proven value faster for both the customer and the company. This role will allow you to be based anywhere in the US.

Who We Are:

Ruckus, a CommScope Company, 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.

What to Expect:

The Senior Customer Success Manager is a solution engineer driving core issues for customer development, retention, and expansion. The Senior Customer Success Manager is an integration of functions and activities to include Marketing; Sales; Professional Services; Training; Technical Support as well as Customer Support for the purpose of protecting recurring revenue while growing customer relationships. The Senior Customer Success Manager will maintain an in-depth knowledge of the customers; effective knowledge of the product being sold; and extensive customer environment expertise.

The Senior Customer Success Manager is responsible for driving customer growth, adoption, and success with Ruckus Networks. This individual must be comfortable consulting with a variety of mid-size, enterprise customers, and service providers from a range of industries. The Senior Customer Success Manager will be able to articulate the value of Ruckus Networks to inspire and support customer adoption and expansion. The Senior Customer Success Manager position is the customer’s advocate throughout the customer lifecycle journey from onboarding to renewal. The Senior Customer Success Manager collaborates with customer contacts up to the CTO level, as well, cross-functionally within Ruckus Networks to provide a high-touch experience for BullDog customers.

You Will Make an Impact By:

  • 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 a 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 onboarding 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 best practices 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 participate 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 Senior Customer Success Manager’s portfolio of customers.
  • Work closely with internal resources on escalation and resolution processes for critical customer issues.
  • Represent Ruckus and execute at a minimum all contract deliverables
  • Execute an expansion of “contract deliverable(s)” as agreed with the account team
  • Align with your customer and own your assigned account
  • Partner with the customer team and advocate for your customer's business and product needs.
  • Manage projects as they relate to Ruckus product and manage account for retention and growth
  • Manage Account documentation and customer escalations

Required Qualifications for Consideration:

  • A minimum of 3 years of customer success management and/or sales experience from an IT company
  • 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 multiple 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 PowerPoint)
  • Highly engaged team player, 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 dynamic, constantly evolving business environment, maintaining an “always learning” disposition
  • Open to up to 25% travel

You Will Excite Us If You:

  • Have previous experience within the telecommunications and/or wireless industry
  • Show innovation through unique ideas and propose them to the organization
  • High energy and enthusiasm, with a strong commitment to exceeding client expectations
  • Change Management Experience

Why CommScope?

In today’s always-on world, CommScope is pushing the bounds of communications technology. We are building better connections and shaping networks of the future. For more than 40 years, we’ve been leaders in innovating the network infrastructure of the future. Developments such as the Internet of Things, seamless connectivity, and 5G introduce new requirements and demand creative thinking. 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.

#LI-Remote

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