About this role
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.