Global Senior Customer Success Manager

The Global Customer Success Senior Manager (GCSSM) helps Sandvine’s Customers and Partners better use and understand their SV purchase. They engage to maximize the value received from every Sandvine solution
They provide impactful proactive support and solutions delivered with a highly personalized touch for every Sandvine products.. They will work constantly to enhance the overall performance to exceed targets and business outcomes that customer and partner will consistently experience. They use insight and data to drive soluitons.
GCSSM will provide consistent communication and information at every stage and will be a single point of contact.
They will be the voice of the customer/partner across all the functional domains of Sandvine. The GCSSM will ensure the strategic needs of customer/partners are built into a comprehensive plan with short and long-term goals for each function; examples are ’product features or project scope deliverables. This will be agreed and endorsed by the customer and reviewed during health-checks.
Job Description


o Global Senior Customer Success Manager (GCSM) provides a single point of contact for all Sandvine’s Customer Success Program deliverables and initiatives.
o GCSM provides customer program management, incident management, change management and escalation management.
o GCSM works with Sandvine Customer Support and other functions to fine-tune customer service and support requirements; this tight relationship ensures that current and future needs are met through effective planning of upgrades, maintenance windows, adds, moves, changes, and any network remediation requirements, as well as any training requirements and ongoing Sandvine Professional Services projects.
o GCSM is customer’s personal advocate within Sandvine, echoing customer’s needs into the wider organization.
o Generate a strategic plan based on the customer/partner plans with short and long terms goals
o GCSM will be highly attentive to customer sentiment. A robust measuring process CSAT will be implemented and reported the executive teams for awareness and actions. The executive team and sponsor will assist with a very hands on approach to resolve and instill confidence in the SV products and shared journey opportunities
o GCSM provides consistent communications with regular reports on open issues, case trends, network planning, any agreed metrics, and tactical or strategic network improvements.
o GCSM may manage projects/programs for Sandvine Professional Services to maximize the delivery efficiency of Sandvine solutions and maximize the operational stability as collaborating with operation and project teams of customer and Sandvine teams.
o GCSM may get involve or manage PoC, project and rollout in the network to ensure the service quality sustainability.
o GCSM develops, evaluates, and implements strategies to gather and respond to customer’s feedback.
o GCSM works with cross-functional teams to align customer interests with business objectives. They will drive action plans to closure.
o GCSM serves as the primary contact in Sandvine Team for resolving issues.
o GCSM provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes.
o GCSM manages supervision of customer success activities globally
· Monitoring and reporting of Premium Support performance
· Governance of Coordination of QBRs and ongoing customer presentations and meetings
· Responsible towards regional RVPs and Head of CS Engineering for Premium support and SG 18 initiatives
· Primarily accountable towards Pam Dullaghan (Global Prime for SG18) to drive the SG18 initiative globally


o Desired Outcome: SG 18 high-level key objectives as follows:
· SV Solution consumption, adoption - Value Add (UC + VAS)
· Customer Satisfaction, Retention and Loyalty
· Premium Support and VAS up-sell in alignment with Sales
· Customer testimonial and referenceable Executive engagement
· Real insight on Customer pain points and SV opportunities
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