Senior Customer Success Manager

Description

Senior Customer Success Manager (Remote, UK)

 ABOUT WIND RIVER 

YOUR ROLE

Wind River has an opportunity for a Customer Success Manager with experience in proactive complex customer management. The role includes forming relationships across strategic customers, onboarding customers to support and future needs planning, driving progress and follow up until completion. The candidate should possess software expertise with exposure to communication service providers and their suppliers. The ideal candidate has business background coupled with technical expertise along with proven influence management skills. This person must be able to influence both internal and external stakeholders. Additionally, this person will lead quarterly business reviews with focus across previous performance, continuous improvement and strategic alignment.

• Act as a liaison between Wind River and the customer. Work strategically with CSP to ensure support aspects are routed/escalated and transitioned per contractual agreements. Work closely with Technical Support, Sales, Product Management, Engineering and Professional Services to ensure the customer’s needs are progressed within the contract terms.
• Act as liaison between customer and all other departments within Wind River.
• Provide status updates across all activities within the customer.
• Single focal point for customer escalation management, mitigation and resolution
• Executive level presentation skills necessary to enage within the customer and withing Wind River
• Work with Sales, Services and Support to ensure successful early engagement, follow on to paid for work with customer acceptance is achieved
• Organize and drive the Wind River team for all aspects tied to quarterly business reviews with the customer.

Performance Measurement

• Establish and align governance for reporting, reviewing and escalating customer issues --- parallel activities for planning, proj mgt, building and running the network within the customer (note these could involved different portions of the customer organization)
• Establish 1:1 relationships  at least one level above working level across customer organization
• Establish linkage into planning and all other customer aspects including proj mgt
• Work within WR team to establish procedures/tools that can be communicated to the customer and accessed for dashboards, real time reporting and constant communication
• Successfully handle needs for a successful FOA and initial field launches
• Agree with customer to quarterly business review attendees, format, scheduling
• Monitor transition plan for SE to prof services handover
• Direct weekly activities and review/provide inputs for setting direction for all Wind River involvement tied to this customer

• 3 years of customer support experience with at least 7 years in the software industry including experience in customer engagement/support and software platform delivery and integration
   
• 8 years of experience in telecoms, CSPs and/or TEMs
   
• At least 3 years of customer management experience with a proven track record supporting large fortune 500 companies.
   
• Business experience including contract exposure, business process optimization
   
• At least 2 years of project management experience.
   
• Strong communication and customer service skills.
   
• Dual language capabilities – fluent in Spanish and English
   
• Proven ability to engage working level and executive levels of the customer
  Ability to build and maintain relationships with customers and other departments within Wind River.
   
• Self-motivated, independent and comfortable working directly with technical customers.
•  
  Experience with platform virtualization software
•  
  Bs or Masters in Engineering or similar. 

• Health and life insurance: Wind River provides a company-sponsored life insurance offering x3  base salary cover, from the first day of employment
• Income protection: Wind River offers company-sponsored permanent health insurance from the  first day of employment, providing earnings-related income protection in the event of extended  periods of illness or injury disability.
• Healthcare: Company-funded healthcare is available to all employees, including vision care and AD&D coverage
• Dental: Wind River offers comprehensive cover with any qualified dentistry practice. Cover 
• Wind Gives Back: All employees are encouraged to take advantage of five paid days each year to  volunteer with not-for-profit community organisations or activities in their communities.
  
• Birthday time off: Wind River offers all employees a day off annually to celebrate their birthday, to be taken around the time of the special day