Premier Success Manager

The Premier Success Manager (PSM) is the key customer advocate and Leader, providing high-touch engagement for Extreme’s most valued and strategic customers. Success in this role is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates, reflecting the PSM’s impact on long-term customer value. The PSM works in partnership with customers and Extreme’s Global Technical Assistance Center (GTAC) to deliver enhanced support, maintaining knowledge of case escalations and facilitating activities to achieve quicker resolutions. The PSM facilitates review sessions and establishes a close working relationship with the customer’s operations teams to gain in-depth knowledge of the accounts’ products and network. Accountabilities include being the primary account contact for Customer Success within Extreme Premier Support, coordinating post-sales activities with various teams, proactively engaging customers for product enhancements, providing quarterly reviews, and utilizing Extreme’s SFDC reporting capabilities for product trend analysis.