Customer Success Manager

Req ID: 126128 
Remote Position: Yes 
Region: Americas 
Country: USA 

Summary

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be empowered and responsible for troubleshooting and resolving customer  issues arising from Customers' networking (primarily in Switching and Network Security), storage or server software. The role is a technically hands-on one with account management focus.  The successful candidate will be an experienced problem solver who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical networks/operations.  One who can be calm while working under pressure, and has strong operational experience to systemically and expediently drive issues/escalations resolutions.   

Customer Success Engineer engages with customers to understand their topology and provides suggestions, answer questions, reviews configurations, troubleshoots issues. They are also expected to participate in pre-sales activities which include (but not limited to) assist Celestica’s Sales Engineers and Business Development teams.  They are expected to have a complete understanding of networking protocols that are common in a Data Center, Enterprise and Campus scenarios,  author Field Notes for consumption by the customers. Should be experienced in troubleshooting a wide array of network related issues. Must have an understanding of switch and router architecture. Travel requirements may be up to 25% of the time.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Responsible  for managing customer relationships and provide optimal customer experience for customer retention and expansion 
• Requires application of in-depth knowledge of Network, or storage and server products to resolve field issues.
• May lead a multi-functional work group or project team consisting of one or more support staff and/or tech/professional staff.
• Acts as the primary technical contact with the customer or partner. Must have direct customer interface experience.
• Draws on thorough knowledge of systems architecture,  hardware and software knowledge to identify root cause and proposes solutions.
• Coordinates with the design team to create the solution and ensures the solution resolves customer reported issues. May also work on solutions individually.
• Experience in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (DC/Enterprise/Campus) is required
• Deep understanding of Switching/Network Security/Routing hardware architecture is required
• May manage relationships with key vendors/partners.
• Keep up to date with relevant industry knowledge and regulations
• Liaison with suppliers, customers, contractors, and other internal teams.
• Analyze and interpret data and information
• Create reports and documentation. Establish KPIs for tracking progress and success of the account/ Customer Success Function.
• Ability to travel up to 25% of the time (both domestic and international)

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. 
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Occasional travel may be required.

Typical Experience

10 plus years of industry experience.

Typical Education

Bachelor degree or consideration of an equivalent combination of education and experience.

Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

All qualified applicants will receive consideration for employment without regard