Premier Success Manager

Accountabilities

• • Serve as the primary point of contact for customer success within the premier support organization, coordinating post-sales activities across sales, technical assistance, professional services, cloud services, and support teams.
  • Establish trusted relationships with customer operations teams and develop a strong understanding of their network environments, products, business priorities, and support requirements.
  • Lead regular customer communications and quarterly business reviews, using customer feedback, support trends, and operational data to identify risks and opportunities for improvement.
  • Monitor and manage support cases, proactively identify negative trends, coordinate escalations, and provide clear status updates and post-incident documentation during critical or high-visibility situations.
  • Act as a customer advocate by communicating product enhancement requirements to engineering and product teams and helping ensure approved improvements address customer needs.
  • Provide technical guidance, training, demonstrations, and ongoing assistance with networking and platform solutions, including support for software adoption.
  • Project-manage customer recovery activities and critical engagements, coordinating technical teams and influencing cross-functional stakeholders toward timely and effective resolutions.
  • Support revenue-generating service initiatives by partnering with customers on professional services engagements, installations, assessments, demonstrations, training, and other pre- and post-sales activities.
  • Collaborate with sales teams to identify customer growth requirements, introduce relevant solutions, and surface potential opportunities based on firsthand account knowledge.
  • Mentor and coach colleagues, share technical and operational knowledge, maintain customer procedures and documentation, and stay current on industry, competitive, and technology trends.
  • Where applicable, support specialized sports, venue, and entertainment customers through network optimization documentation, product training, event support, and post-event analysis.
  • Maintain availability for exceptional customer requirements, including occasional evening or weekend support, maintenance windows, critical incidents, and customer-site engagements when necessary.

  Requirements

  • Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications, or a related discipline, or equivalent professional experience.
  • Approximately 10 years of experience in telecommunications, networking, network operations, or a related technical environment, including significant customer support experience.
  • Demonstrated experience leading high-profile customer projects, complex technical engagements, or initiatives comparable to a mid-level management scope.
  • Experience with people leadership, mentoring, or cross-functional leadership, with approximately five years of management and/or leadership experience preferred.
  • Strong customer account management capabilities, ideally with experience supporting complex or large-scale enterprise or carrier-class environments.
  • Excellent project management, planning, communication, facilitation, and relationship-building skills, with formal project management training or equivalent practical experience considered an advantage.
  • Proven ability to remain composed during tense or critical situations, build customer confidence, influence stakeholders, and drive issues toward successful resolution.
  • Strong technical knowledge of networking and network operations, including IP technologies, routing, switching, wireless, cloud, network fabrics, troubleshooting, and related hardware and software environments.
  • Familiarity with software-defined networking, network function virtualization, technical support methodologies, and network analytics or data-collection tools.
  • Strong written and verbal communication skills, including the ability to prepare and deliver clear presentations to groups of up to approximately 50 people.
  • Excellent interpersonal skills and a customer-first mindset, with the ability to work effectively with mid- to senior-level customer stakeholders and navigate politically sensitive situations.
  • Ability to work independently, demonstrate ownership, adapt to changing priorities, and collaborate effectively across geographically and culturally diverse teams.
  • Professional fluency in English, Spanish, and Portuguese.
  • Familiarity with customer success platforms such as ChurnZero is a plus.

  Benefits

  • Remote position based in Brazil.
  • Flexible working environment designed to support collaboration with customers and international teams.
  • Opportunity to work with strategic enterprise customers and influence their long-term technology and business outcomes.
  • Exposure to complex networking, cloud, automation, analytics, and digital transformation initiatives.
  • Cross-functional collaboration with sales, engineering, technical support, professional services, and customer success teams.
  • Opportunities for professional development through technical knowledge sharing, mentoring, customer engagements, and exposure to evolving networking technologies.
  • Occasional travel to customer sites or for essential business engagements may be required.
  • Potential for occasional evening or weekend work when supporting critical incidents, special projects, or maintenance activities.