The Premier Deliver Manager (PDM) Is a designated senior support professionalwho works in partnership with customers and the Extreme Global Technical Assistance Center (GTAC) to deliver enhanced support. The PDM is the primary customer advocate and relationship manager. They maintain knowledge of case escalations as cases are assigned and routed through the product support teams. For critical situations, they will facilitate activities to achieve quicker resolutions, providing communication updates to all involved parties. The PDM will have responsibility for multiple accounts.
Extreme Networks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Strategic Extreme Networks focus areas include
Intense Customer Focus & Advocacy
Campus, Enterprise, Network Management, Service Provider, Data Center, Ethernet Fabrics
IP Network Configurations and Troubleshooting, in all Areas like Cloud, Wireless, Switching, Routing, Security, Access Control Fabric, Machine Learning, Internet of Things
Extensive Network Management & Automation Skills
Cloud & Extreme Cloud IQ, Linux
Extreme Networks Culture
Teamwork: The strength of a team is more powerful than an individual. We work together to drive improved performance. We pull our weight, give others credit for success, push peers to raise their game and celebrate winning as a team!
Transparency: Each of us has a unique view about what is happening, helping or hurting our performance. We cant change what we cant see. We have to know whats really going on. So we share what we see and what is happening, not assuming others know what we know. We shine a light on it.
Candor: We keep it real and embrace difficult conversations in a constructive way. Being honest in all of our communications isnt easy. No sugarcoating and no elephants in the room, being respectful but telling the truth.
Curiosity: Why do we win Why do we lose How can we do better Where should we invest Asking questions, committing to learn more, looking for best practices, thats the Extreme way. Being smarter than the competition. Higher intelligence drives higher performance.
Ownership: Its our company. We have skin in the game. We invest the time and energy to make the changes that get the best outcomes for our customers, shareholders and ourselves. We are accountable.
Inclusion: By challenging dominant voices to listen and non-dominant voices to speak up, we gain valuable perspective that drives better decision making. By fostering diversity regardless of gender, ethnicity, sexual orientation, age or religion, we get that perspective and make more intelligent decisions that drive better business outcomes.
Required Technical and Professional Expertise
Primary account contact for customer satisfaction within Extreme Premier Support
Coordinate with Sales Teams and Professional Services as the focal point for all post-sales account related activities.
Proactively engage customer for requirements relating to product enhancements that would improve product serviceability and usability. Work closely with the appropriate Sales / Engineering organization to ensure clear understanding and implementation of approved enhancements and creation of official requests for enhancements are given to product management.
Provide quarterly reviews to assigned Premier accounts.
Establish regular communications with customers, including onsite visits if necessary.
Provide on-site or remote presence during critical or high-visibility situations, project managing account recovery activities while delivering the appropriate ongoing status and postmortem documentation.
Respond promptly to customer needs, providing value added services where applicable.
Work with and provide daily guidance as needed to Extreme GTAC and HW/SW engineers assigned to work issues reported by the assigned customer base.
Ensure that accurate documentation of customers Extreme network, and associated information is current and available for customer support to access and streamline the issue resolution process. Monitor, review and track all support cases. Maintain tracking documents and monitor for negative trends taking appropriate actions such as notification/engagement of technical support management team.
Provide proactive administration of the customers environment: Review cases and conduct early trend indicator analysis, review logs, Field Notices, EOL, EOS, etc.
Support the sales team on pre-sales activities such as customer escalations/troubleshooting, customer demonstrations, lab set-up, training/knowledge transfer, sales calls travel when essential.
Proactively engage the sales team to create awareness of new product and solution offerings and first-hand account knowledge of future customer growth requirements.
Schedules and project management around annual asset survey and new major pilot Firmware installations
Demonstrated leadership in customer account management, carrier class customer experience highly valued.
great project planning, communication and customer relation skills.
Ability to manage tense, critical situations, creating and enhancing customer confidence through reliable, repetitive and complete resolutions
Must always demonstrate role-model level customer service/support skills and represent Extreme Networks in a professional manner.
Comfortable with technical and business English usage (documents reading, e-mails, conference calls)
Preferred Technical and Professional Expertise
General knowledge in the following areas:
IP technologies and protocols, Routing/Switching/Cloud
Troubleshooting network, hardware and software issues
Network Function Virtualization; Software Defined Networking
Technical support operations and Methodologies
Network Analytics data collection methodologies and tools.
Utilize of Extremes SFDC reporting capabilities for product trend analysis for early awareness of issues.
Mentor and coach co-workers and peers. Share valuable knowledge openly.
Develop and maintain Extreme customer operation procedures documentation.
Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers.
Strong business acumen
Customer Success Management experience is a plus
Project management training or related experience beneficial.
Ability to create effective team atmosphere that spans organizations such as sales, technical support, and service delivery ideally forming a close partnership with the customer.
Local Languages is an requirement
Additional languages would be an advantage
Miscellaneous
Travel and normal work hours will be typically Monday to Friday, 8am-5pm local time or as agreed between customer and Extreme
Weekend or overnight hours as required
PDM must be available for critical customer issues nights and weekends
Occasional maintenance window support at night or weekend
May be required to work temporarily at customer site full or part time
Location Required: UAE Dubai
Experience
B. S. degree in Computer Science, Electrical Engineering, Telecommunications, or a related field; or equivalent work experience.
7-10 years experience in telecommunications or related technical field, preferably network operations related.
5 years of customer support experience in data process, data communications or related environment.
Responsibility for high profile tasks or projects
