Customer success manager

Job Description:

Role & Responsibilities:

The Customer Success Manager will be responsible for the support and service delivery for a fast-growing Software ecosystem with the following key Responsibilities:

• Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers
• Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices.
• Work closely with product/sales leadership to implement and execute strategies to developing expansion business growth for EXFO’s Platform Ecosystem Solution – SaaS
• Provides system-level consulting expertise to design performance solutions for named service providers.
• Work cross-functional with multiple business units and solution teams to leverage existing products and create segment-specific solutions.
• Responsible for collaborating with delivery services, reviewing scoping and service deal development in partnership with the delivery teams.
• Interface with existing strategic customers to solidify expectations of performance and growth of EXFO’s software Platform end 2 end solutions
• Proactively track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals.
• Align EXFO Product Management team with target accounts and engage customers in roadmap decisions to align with upcoming customer requirements
• Coordinate with Product/Sales management teams to align EXFO software Platform end 2 end solutions to the needs of the customers to affect significant process changes that impact customers’ business metrics
• Provide competitive intelligence – feature set, road map, pricing information to product management teams
• Work with BU direction to optimize software solution pricing and offer
• Work closely with sales and BU director at leveraging EXFO’s partner network for the deployment of cloud products and services.
• Identify and attend tradeshows and other business functions to keep abreast of developments in the marketplace, to find potential new business opportunities, and to market Solution
• Create an effective annual business plan that directly supports the strategic and financial goals of the business
• Work closely with sales, marketing, development, customers and prospects to set the software strategic direction and overall product positioning
• Planning, developing and working with the marketing communications team on the execution and sustainment for all elements of software go-to-market initiatives: product launches, market research & analysis, outbound messaging, value propositions, differentiation and thought-leadership communications activity
• Ensuring that technological resources meet the company's short and long-term needs.
• Outline the goals for research and development.
• Creating timelines for the development and deployment of all technological services.
• Acting as a mentor to team members while training key sales members on the software technology.

Requirements:

• Working knowledge of cloud-based solutions and applications
• Understanding of engineering data pipelines, cloud-based analytics, and common test frameworks or automation scripting tools. Deep familiarity with Test & Measurement workflows, hardware validation and automated test equipment.
• Excellent leadership and communication skills, strong business acumen and collaborative skills with internal/external business partners and customers
• Minimum 3 years of customer success, technical account management, or application engineering experience handling complex, multi-site B2B accounts.
• Excellent communication skills to lead strategy and development of new business pitches and presentations
• Prioritization and alignment of multiple goals and objectives
• Maturity and comfort level interacting with senior executives both internally and externally
• Self-starter with the ability to communicate and interact with people at all levels, including executive levels, both external and internal to EXFO
• Strong planning, organizational and prioritization skills
• Demonstrates strong judgment and analytical skills
• Innovative problem solver

Education:

Bachelor’s degree in information technology.

Experience:

Minimum of 3 years in Customer Success role, technical account role or similar position handling complex multi-site B2B accounts.

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.