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Title:  Cloud Customer Success Manager

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.

As a Cloud Customer Success Manager with Ruckus Customer Services & Support, drive the Customer Experience for customers of our flagship Cloud offerings! This diverse role will challenge you to put yourself in the shoes of the customer, drive retention, and advocate for continuous improvement across all functions. You must be willing to identify and deep dive into points of customer friction and imagine, then deliver what a great experience looks like.

How You'll Help us Connect The World

Drive communications with customers onboarding to the platform. Report on customer engagement, behavior, and metrics relevant to the success of the company. Work with a broad team to understand what contributes to customer retention and plan together on how to improve adoption. Coordinate and manage Customer Success initiatives that drive the customer experience. Influence customer behavior through empathy and thorough preparation.

Required Qualifications for Consideration

  • 10+ years industry experience in cloud, networking, routing, switching, and/or Wi-Fi
  • Bachelor's Degree in business or engineering, or equivalent work experience and certifications.

You Will Excite Us If You Have

  • Ability to drill into details of customer experience, from licensing, call flows and renewals, product behavior. Understanding from a customer point of view is critical
  • Program/Project Manage initiatives based on urgency and competing priorities
  • Strong capacity for Influencing, negotiating and delegating efforts
  • Familiarity with CommScope product lines
  • Past experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
  • Proven track record managing complex, multi-project programs from business analysis through implementation
  • Experience with technical team members, including hardware and software engineering, Information Technology, and systems owners

What happens after you apply?

Learn how to prepare yourself for the next steps in our hiring process by visiting https://careers.commscope.com/how-we-hire

Why CommScope and Ruckus

CommScope is pushing the boundaries of communications technology. For more than 40 years, we’ve been leaders in innovating 5G, private networks, and Gigabit speeds everywhere – we're always anticipating what’s next. Developments such as the Internet of Things, flawless connectivity, Cloud, 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.

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.

CommScope is an Equal Opportunity Employer, including people with disabilities and veterans. To learn more visit careers.commscope.com/eeo

 

#LI-Virtual

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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Job Segment: Cloud, Engineer, Network, Manager, Customer Service, Technology, Engineering, Management