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Title:  Senior Manager Customer Success , Cloud

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.

RUCKUS a CommScope BU provides subscription-based service with continuing renewals at regular intervals. Our Customer Success Team focus is driving core issues to the Customer relationship development retention and expansion.  Due to expanding growth , our Customer Success Team is adding a Customer Success Manager to our high performing team to focus on driving business outcomes for Ruckus Subscription Customers.

 

How You'll Help Us Connect the World

 

Cloud Customer Success Managers are an integral part of all activities delivered to a customer, including Marketing, Sales, Professional Services, Training, Technical Support as well Customer Support for the purpose of protecting recurring revenue while growing customer relationships. 

Cloud CSM’s will maintain an in-depth knowledge of customers, effective knowledge of product’s being sold and maintain extensive customer environment expertise.

 

As Manager of a Team of Cloud CSM’s, you will lead and grow a high performing team that ensures customers outcomes and business goals are met. You will work with your team to build and operationalize effective high-touch and low-touch engagement strategies that drive customer onboarding and drive retention and expansion. This role will require a deep understanding of the customer lifecycle, within a diverse customer portfolio, and ability to engage effectively with senior executive sponsors. 

 

Define and maintain best practice metrics for customer health.

 

Assist customers with onboarding, looking for points of friction and removing obstacles in the customer journey.

 

Develop and execute playbooks based on triggers related to the customer journey and measure results.

 

Coordinate with Sales, Technical Support, Education Services, Renewals and Professional Services as the focal point for all post-sales account related activities related to customer activity.

 

Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability.

 

Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements.

 

Access the Ruckus tools and conduct early trend indicator analysis.

 

Mentor and coach Customer Success and Technical Account Managers.

 

Develop and maintain Ruckus customer operation procedures documentation.

 

Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Ruckus customers. 

 

Required Qualifications:

 

B. S. degree in Computer Science, a related field, or equivalent work experience.

 

Minimum of 5 years of Customer Success, account or technical account management related to cloud, SaaS related platform.

 

Strong understanding of business value driving recurring revenue streams

Bias towards action.

 

Can work in constructive way where influence is more important that control

Shows creativity in solving issues.

 

Detail oriented to drive priorities and metrics that drive outcomes.

 

Experience with Customer Success Platforms, defining key metrics and developing playbooks that provide measurable outcomes.

 

 

Certifications/Accreditations:

CWNA an advantage

 

Key competencies

Demonstrated leadership in customer account management.

 

You Will Excite Us If You Have

Background in networking, switching and wifi a plus

 

LI-Remote

 

 

Why Ruckus a CommScope BU?

 

Ruckus is a Business Unit within CommScope, focused on delivering cutting-edge solutions to create a smarter, simpler, more connected world. At the heart of global connectivity are the engineers who write innovative software for our award-winning routing and switching products to bring the information quickly and reliably where needed. We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-bandwidth applications and services Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.

 

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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