Customer Success Manager

EXFO is seeking a Customer Success Manager to support service delivery for its growing software ecosystem. The role develops software strategies, drives customer adoption and expansion, manages customer health and renewals, aligns product roadmaps with customer needs, and supports go-to-market and technology initiatives.

Responsibilities:

• Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers
• Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices
• Work closely with product/sales leadership to implement and execute strategies to developing expansion business growth for EXFO’s Platform Ecosystem Solution – SaaS
• Provides system-level consulting expertise to design performance solutions for named service providers
• Work cross-functional with multiple business units and solution teams to leverage existing products and create segment-specific solutions
• Responsible for collaborating with delivery services, reviewing scoping and service deal development in partnership with the delivery teams
• Interface with existing strategic customers to solidify expectations of performance and growth of EXFO’s software Platform end 2 end solutions
• Proactively track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals
• Align EXFO Product Management team with target accounts and engage customers in roadmap decisions to align with upcoming customer requirements
• Coordinate with Product/Sales management teams to align EXFO software Platform end 2 end solutions to the needs of the customers to affect significant process changes that impact customers’ business metrics
• Provide competitive intelligence – feature set, road map, pricing information to product management teams
• Work with BU direction to optimize software solution pricing and offer
• Work closely with sales and BU director at leveraging EXFO’s partner network for the deployment of cloud products and services
• Identify and attend tradeshows and other business functions to keep abreast of developments in the marketplace, to find potential new business opportunities, and to market Solution
• Create an effective annual business plan that directly supports the strategic and financial goals of the business
• Work closely with sales, marketing, development, customers and prospects to set the software strategic direction and overall product positioning
• Planning, developing and working with the marketing communications team on the execution and sustainment for all elements of software go-to-market initiatives: product launches, market research & analysis, outbound messaging, value propositions, differentiation and thought-leadership communications activity
• Ensuring that technological resources meet the company's short and long-term needs
• Outline the goals for research and development
• Creating timelines for the development and deployment of all technological services
• Acting as a mentor to team members while training key sales members on the software technology

Requirements:

• • Working knowledge of cloud-based solutions and applications
• • Understanding of engineering data pipelines, cloud-based analytics, and common test frameworks or automation scripting tools. Deep familiarity with Test & Measurement workflows, hardware validation and automated test equipment
• • Excellent leadership and communication skills, strong business acumen and collaborative skills with internal/external business partners and customers
• • Minimum 3 years of customer success, technical account management, or application engineering experience handling complex, multi-site B2B accounts
• • Excellent communication skills to lead strategy and development of new business pitches and presentations
• • Prioritization and alignment of multiple goals and objectives
• • Maturity and comfort level interacting with senior executives both internally and externally
• • Self-starter with the ability to communicate and interact with people at all levels, including executive levels, both external and internal to EXFO
• • Strong planning, organizational and prioritization skills
• • Demonstrates strong judgment and analytical skills
• • Innovative problem solver
• Bachelor's degree in information technology
• Minimum of 3 years in Customer Success role, technical account role or similar position handling complex multi-site B2B accounts