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Super Micro Computer Spain, S.L. · 1 month ago

Sr. Customer Success Program Manager (27276)

San Jose, CA

Full-time

Onsite

Senior Level, Lead/Staff

$115K/yr - $140K/yr

8+ years exp

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions. The Sr. Customer Success Program Manager will be responsible for developing and managing account strategies to enhance quality, pricing, and delivery performance while ensuring customer satisfaction.

Data StorageInternet of ThingsNetwork HardwareSoftware

Responsibilities

Set goals for specific accounts, primarily responsible for OEM/ODM major accounts.Manage Customer escalations and return-material-authorizations (RMAs)

Coordinate multiple sites and functions to exceed customers' expectations

Owns results of Pre-Sales, Post-Sales and Customer satisfaction. In charge of delivering growth and maintaining a opportunity pipeline

Relationship management with Customer at executive/resolution-making levels

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

Accountable for delivery on Customer Satisfaction and customer KPI scoring across all sites

In charge of improving communication including leading, documenting meeting minutes, actions, owners, due dates, etc

In charge of making process improvements 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

Responsible for working closely with Sales Account Manager to create and deliver quarterly business reviews and establishing a cadence for standard reporting

Schedule and lead recurring customer touchpoints in coordination with Sales and other internal teams

Qualification

Customer success managementAccount managementData Center servicesSales experienceRelationship managementProcess improvementTechnical skillsOperations skillsKPI managementCommunication skills