(Sr.) Sales Manager - Customer Success
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Key skills for this role
About the Role
Super Micro Computer is seeking a Senior Customer Success Program Manager to manage OEM/ODM accounts, drive customer satisfaction, and oversee pre-sales and post-sales operations in Dubai.
Key Skills for This Role
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
- Own results of Pre Sales, Post Sales and Customer satisfaction
- 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
- Accountable for delivery on Customer Satisfaction and customer KPI scoring across all sites
- Improve communication including leading, documenting meeting minutes, actions, owners, due dates
- Make process improvements and drive best practices across multi sites
- Ensure all client programs execute to contract, hitting key KPIs
- Control tracking risks on the business and reporting to SMC business accordingly
Requirements
- Bachelor's degree or equivalent experience
- Minimum 8 years of sales/account/customer success management experience
- Experience working within IT, Data Center services
- Expert operations, technical, and people/process skills
- Knowledge of AI/GPUs is a plus
Full Job Posting
About Supermicro
- Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide.
Job Summary
- Supermicro is looking for a Sr. Customer Success Program Manager to hold up, develop, implement, and manage account strategies for optimal quality, support & delivery performance.
Essential Duties And 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.
Qualifications
- Typically requires a Bachelor’s degree or equivalent experience.
- Typically requires a minimum of 8 years of sales/account/customer success management experience.
- Experience working within IT, Data Center services for a customer or organization. Knowledge of AI / GPUs is a plus.
- 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.
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