Sr. Customer Success Program Manager

About the position

Supermicro is looking for a Customer Success Program Manager. In this role, you will be In-charge of holding up, developing, implementing, and managing account strategies in order to provide the business with optimal quality & delivery performance.

Responsibilities

• Manage Customer escalations regarding technical issues and customer teams and functions.
• Coordinate multiple sites and functions to exceed customers' expectations.
• Owns After-Sales and Customer satisfaction.
• Accountable for projects/initiatives and drives site focus on efficiency programs.
• On-Site Customer and offline Data Center relationship management and information flow, developing growth through next generation.
• In charge of contract renewals, changes and maintenance.
• Accountable for delivery on Customer Satisfaction and customer KPI scoring across all sites.
• In charge of improving communication and driving best practices across multi-sites.
• Ensures all client programs execute to contract, hitting key KPIs.
• Control of tracking risks on the business and reporting to SMC business accordingly.
• Schedule and lead recurring customer touchpoints in coordination with Sales and other internal teams.

Requirements

• Typically requires a Bachelor's degree or equivalent experience.
• Typically requires a minimum of 8 years of technical sales/service management experience.
• Experience working within IT, Data Center services for a customer or organization.
• Demonstrates expert operations, technical and people and/or process skills as well as customer (external and internal) relationship skills.
• Understands the strategic impact of the function across sites.

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs