Job Req ID: 30057Job Summary:Supermicro is looking for a Sr. Customer Success Program Manager. In this role, you will be In-charge of holding up, developing, implementing, and managing account strategies in order to provide the business with optimal quality, pricing & delivery performance.
Essential Duties and Responsibilities:- Set goals for specific accounts, primarily responsible for major account assigned.
- Manage Customer escalations and return-material-authorizations (RMAs)
- Spend up to ~50% of time at major account Datacenters
- Interface with major account reps daily
- Coordinate multiple Datacenter 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.
- 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.
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.
Salary Range$126,000 - $152,000
The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
