Senior Customer Success Program Manager - Customer Success

Job Req ID: 29576

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. We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community.  We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job 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, 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.
• 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. MBA is a plus.
• Typically requires a minimum of 10 years of sales/account/customer success management experience.
• Experience working within large IT, Data Center services for a customer or organization.  Knowledge of AI solutions / 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.
• Language skills: Spain (Native), English (Fluent).

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.