ICP Customer Success Manager

Non-CA Pay Range (Annual):

At Infinera, your base pay is one part of your total compensation package. Your actual base pay will depend on your skills, qualifications, experience, and location. This role may be eligible for equity grants, discretionary bonuses, or commission payments. The amount of these incentives is based on the terms of the Company’s incentive plans, the Company’s financial performance, and/or individual employee job performance.

Infinera also offers paid leave, medical, 

dental, and vision coverage, 401(k),

life, and disability insurance to

eligible employees.

The Internet Content Provider (ICP) Customer Success Manager (CSM) is responsible for the overall customer experience. Working as a trusted advocate, the CSM ensures their assigned customer can achieve optimal and consistent outcomes through an effortless journey. 

Specifically, the CSM will 

•    Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
•    Serve as the single point of contact and liaison between customer and Infinera services and support. 
•    Responsible for the facilitation of “White Glove” Customer Service and Support Delivery 
•    Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Infinera.
•    Document and operationalize a methodical and proactive customer specific play book comprised of a customer journey map, a success and communication plan, a customer specific de-escalation process and a methodical pre-defined/scheduled engagement plan. 
•    Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.
•    Develop custom reporting for customer programs including services performance, product quality, overall customer health. 
•    Drive customer growth leveraged by proven & documented positive customer outcomes. 
•    Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features, introduction of key Infinera personnel, and collaborative finalization of the play book. 
•    Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support, ensuring a smooth transition to professional services and services and support. 
•    Work with pre-production teams to assist customer in early Time To Value (TTV) and optimal Product / Feature adoption. 

Personal profile – ICP Customer Success Manager  
Personality: You will be an energetic, self-driven individual with a positive outlook and comfortable in dealing with both technical and operational customer personnel. You will be reliable and determined with excellent and persuasive communication skills able to see things from another person's perspective. You are well-presented and business like and sufficiently mobile and flexible to travel up to a few days a month within the region / U.S. 
 
Qualifications
•    The candidate will have 7+ years past experience with Customer Success and support, in the networking industry and possess a strong knowledge of Long-haul, Metro, Access and Mobile technologies. Experience supporting content providers is a plus. 
•    Ideal candidate must be self-motivated, and goal oriented with a proven track record in White Glove delivery of services and support and customer onboarding.  
•    Experience with Salesforce CRM, including ability to create internal and customer facing reports and graphs. 
•    The candidate must also be comfortable in the dynamic atmosphere of a technical sales organization. 
•    Exceptional organization and project management skills 
•    Must possess persuasive communication skills and be able to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer, both at operational and engineering levels 
•    High emotional intelligence – proven ability to establish and maintain long-term customer relationships.
•    Must be organized, analytical and able to eliminate obstacles through creative and adaptive approaches.
•    A B.S. level degree preferred, however candidates with demonstrable technical & customer service depth will also be considered. Professional certification in Customer Success a plus. 

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“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group D:1, E:1 or E:2 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group D:1, E:1 or E:2 may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months.

Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.”

Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.