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Customer Success Manager

3 months ago

Ottawa, United States Viavi Solutions Full time

Summary: VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications. We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers. Duties & Responsibilities: Position Overview This Customer Success Manager position for VIAVI puts you at the center of the fast-paced Lab & Production business directly serving our vast array of customers globally, which constitutes businesses in the lab and production sectors. The ONE LabPro is a cutting-edge multiport Ethernet performance validation and debugging test system, catering to R&D, system verification, and production needs. It provides high-speed traffic load testing, system delay performance testing, and switch fabric performance testing for Network Equipment Manufacturers, IC Designers, High-Speed Module Suppliers, ICPs, and Service Providers working on high-speed Ethernet projects up to 800GE. Job Description As a Customer Success Manager for the VIAVI ONE LabPro product, you will play a crucial role in ensuring our clients’ success. The Customer Success Manager’s (CSM) number one responsibility is to make our customers successful The goal of an effective CSM is to align key VIAVI stakeholders to customer post-sales commitments, needs, and deliverables. CSMs maintain and expand relationships with strategically important customers, ideally representing the entire range of company products and services to assigned specific customers. This position requires a strong, proven leader with strong organizational, team management, and influencing skills. CSMs will operate with little or no supervision. Duties & Responsibilities Client Relationship Management: Act as a bridge between our support and sales teams, fostering healthy working relationships. Support customers during their transition from sales prospects to active accounts. Establish clear client retention goals and milestones. Analyze customer data to improve their experience with the product. Conduct product demonstrations for clients. Value Maximization: Sustain business growth and profitability by maximizing the value our clients derive from the ONE LabPro . Promote the value of the product through effective communication and engagement. Upsell additional services and products aligned with our brand image. Problem Solving and Customer Satisfaction: Work directly with clients to address their concerns, solve problems, and ensure their satisfaction. Collaborate with internal teams to address customer questions and issues promptly. Assist in creating training courses and educational materials related to the product. Provide reports to customer management, VIAVI Sales, and Engineering on various Customer Support activities/issues where appropriate (i.e., open issues, issue tracking metrics, etc.). Manage the team’s interaction with product management and engineering on customer requests for problem resolution and feature enhancements. Gather customer feedback from specific customer engagements and present it to the PLM team. Pre-Requisites / Skills / Experience Requirements: Required Experience & Qualifications Bachelor’s or Master’s degree in computer engineering, Electrical Engineering, Computer Science (and/or related area), or an equivalent combination of technical education and communications, marketing experience. 2 – 4 years’ experience as CSM in IT and the computing industry at large. Proven work experience as a Customer Success Manager or in a similar role. Experience in managing diverse groups and training according to company standards. Exceptional communication skills and the ability to foster positive business relationships. Technical proficiency related to the use of the ONE LabPro product. Accountability, personal organization, and attention to detail. If you have what it takes to push boundaries and seize opportunities, apply to join our team today. VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities. Job Posting Pay Range: 68,600 to 127,400 Exceptional qualifications, experience, and location may impact salary. VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program. #J-18808-Ljbffr