Customer Success Manager
Spirent Communications - Sunnyvale, CA
Customer Success Manager

Job Summary:
The Customer Success Manager's number one responsibility - Make our customers successful !

The goal of an effective CSM is to enable and assist Spirent Sales to sell products and solutions, differentiate the company from its competitors, de-commoditize our products and services, and align key Spirent stakeholders to customer commitments, needs and deliverables.

The CSM maintains and expands relationships with strategically important customers. The CSM represents the entire range of company products and services to assigned customers.
This position requires a strong, proven leader with strong organizational, team management and influencing skills. The CSM will operate with little or no supervision.

As a key player on the Spirent Post-Sales Support management team, CSM will:
  • Oversees all assigned account activity and developments, including the orientation of new customers to Spirent technical account management processes.
  • Coordinates the involvement of company personnel, including support, service, and management resources, in order to ensure successful deployment and adoption of Spirent products and solutions.
  • Manage a team of Post Sales Field Service and Resident Engineers in various North American locations.
  • Gather Customer feedback from specific customer engagements. Put this feedback in to a format suitable for presentation at Spirent's QBR.
  • Ensure that customer can serve as a reference upon completing their deployment.
  • Ensure staff receives training to maintain/improve technical skills that assist in job performance.
  • Establishes productive, professional relationships with key personnel in assigned customer accounts.
  • Produce or acquire and maintain a written version of the customer's organization.
  • Work with other CSM managers to co-operate and corroborate on the sharing of Field Service Engineers time and resources to ensure customer success.
  • Provide reports to management, sales, and engineering on various Customer service activities / issues where appropriate. (i.e. open issues, issue tracking metrics, etc.).
  • Manage the team's interaction with product management and engineering on customer's requests for problem resolution, feature enhancements.
  • Other duties as assigned /required.

Key Qualifications:
  • Will be driven by a sharp sense of customer focus and will strive to deliver service levels that set the benchmark for our industry.
  • Excellent interpersonal skills will be needed in order to build the strong internal and external relationships that will be critical to the success of this role.
  • Have or acquire within a year general familiarity with Spirent product offerings and be conversant with the technology at a high level.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or regulations.
  • Ability to write reports, and business correspondence.
  • Ability to effectively present information and respond to questions from peers, customers, sales, and product marketing.
  • Must work well in a team environment.
  • Must have excellent verbal and written communication.
  • Must be able to work in a fast paced environment and effectively manage multiple priorities
  • Ability to travel essential. Expectation is up to 40 % of the time.
  • Will be required to compile reports using various tools such as Word, Excel, and Cognos.
  • Bachelor's degree in a related field and minimum 4 years of managerial experience in a field support related position. Management experience to include staff management for a team of 10+ field engineers.
  • Technology background in IP networks and with Network equipment manufacturers. Current Hands on knowledge is NOT required.
Spirent is its employees. Finding the flexible path to help you realize your passion and ambition is central to our success as a global leader in test and measurement. At Spirent we work together to find the right route to develop your skills and experience, nurturing your curious spirit to find new solutions for our customers and extend your own knowledge. We help you push the boundaries in a culture that gives you the freedom to innovate. Working at the frontiers of next generation technologies opens up new opportunities all the time. And of course life outside work changes too. So we make sure your career path flexes to keep you going in the right direction and at the right speed. Are you innovative enough to work at Spirent?

Job Requirements:
Key Qualifications:
  • Will be driven by a sharp sense of customer focus and will strive to deliver service levels that set the benchmark for our industry.
  • Excellent interpersonal skills will be needed in order to build the strong internal and external relationships that will be critical to the success of this role.
  • Have or acquire within a year general familiarity with Spirent product offerings and be conversant with the technology at a high level.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or regulations.
  • Ability to write reports, and business correspondence.
  • Ability to effectively present information and respond to questions from peers, customers, sales, and product marketing.
  • Must work well in a team environment.
  • Must have excellent verbal and written communication.
  • Must be able to work in a fast paced environment and effectively manage multiple priorities
  • Ability to travel essential. Expectation is up to 40 % of the time.
  • Will be required to compile reports using various tools such as Word, Excel, and Cognos.
  • Bachelor's degree in a related field and minimum 4 years of managerial experience in a field support related position. Management experience to include staff management for a team of 10+ field engineers.
  • Technology background in IP networks and with Network equipment manufacturers. Current Hands on knowledge is NOT required.

Spirent Communications - 30+ days ago - save job - block
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