Project Manager - Customer Experience Job Details | Celestica International LP

Celestica enables leading brands through customer-centric design, manufacturing, hardware platform, and supply chain solutions. The Project Manager - Customer Experience role manages customer relationships and technical escalations involving networking, storage, and server products, while supporting troubleshooting, solution design, pre-sales activities, and customer success initiatives.

Responsibilities:

• Responsible for managing customer relationships and provide optimal customer experience for customer retention and expansion
• Requires application of in-depth knowledge of Network, or storage and server products to resolve field issues
• May lead a multi-functional work group or project team consisting of one or more support staff and/or tech/professional staff
• Acts as the primary technical contact with the customer or partner. Must have direct customer interface experience
• Draws on thorough knowledge of systems architecture, hardware and software knowledge to identify root cause and proposes solutions
• Coordinates with the design team to create the solution and ensures the solution resolves customer reported issues. May also work on solutions individually
• Experience in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (DC/Enterprise/Campus) is required
• Deep understanding of Switching/Network Security/Routing hardware architecture is required
• May manage relationships with key vendors/partners
• Keep up to date with relevant industry knowledge and regulations
• Liaison with suppliers, customers, contractors, and other internal teams
• Analyze and interpret data and information
• Create reports and documentation. Establish KPIs for tracking progress and success of the account/ Customer Success Function
• Ability to travel up to 25% of the time (both domestic and international)

Requirements:

• The successful candidate will be an experienced problem solver who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical networks/operations
• One who can be calm while working under pressure, and has strong operational experience to systemically and expediently drive issues/escalations resolutions
• They are expected to have a complete understanding of networking protocols that are common in a Data Center, Enterprise and Campus scenarios
• Should be experienced in troubleshooting a wide array of network related issues
• Must have an understanding of switch and router architecture
• Must have direct customer interface experience
• Experience in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (DC/Enterprise/Campus) is required
• Deep understanding of Switching/Network Security/Routing hardware architecture is required
• 10 plus years of industry experience
• Bachelor degree or consideration of an equivalent combination of education and experience