Customer Success Manager

Requisition Number: 74860

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Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

OVERVIEW

iBwave is the power behind great in-building wireless experience, enabling billions of end users and devices to connect inside a wide range of venues. As the global industry reference, our software solutions allow for smarter planning, design and deployment of any wireless network project regardless of size, complexity or technology. Along with innovative software, we are recognized for world-class support in 100 countries, providing the industry’s most comprehensive components database and a well-established certification program.

Role Purpose

The Customer Success Manager will be responsible to ensure that customers maximize the value out of their iBwave products by driving adoption, satisfaction, best practices and loyalty through automated customer journeys, the delivery of successful professional services engagement and direct engagement within strategic accounts.

The customer success manager will work closely with the Key Account Sales Manager Americas to establish success strategies in our Key Accounts and to drive planning and governance activities.

Key Responsibilities:

• Own the definition and evolution of the customer success journeys across the customer lifecycle.
• Implement strong data-driven practices in the customer success function with the aim of providing insights for the commercial and product teams.
• Own planning and governance activities for key accounts, including program coordination and escalation management.
• Partner with the Key Account Manager to identify growth opportunities and drive customer satisfaction and retention. Build trusted relationships with customer stakeholders and support executive business reviews (QBRs/EBRs).
• Drive the delivery of professional services engagement including the coordination across multiple internal teams needed to deliver such services.
• Help define and evolve the professional services practices and catalog.

Education and Experience- Required:

• Bachelor's Degree
• Minimum 5 years of experience in sales, customer success, customer service & support
• Project Management experience
• Technical knowledge of RF technology and industry at large
• Experience in Software and Services projects
• Experience working with Salesforce or similar CRMs
• Experience addressing customer concerns, ensuring customer satisfaction, and providing exceptional customer experience
• Technical knowledge of iBwave products considered a plus

Language Requirement

This role requires proficiency in English; French is considered a strong asset.

Proficiency in English is essential, as the role involves close collaboration with multidisciplinary teams and clients on a global scale, where English is the primary language of communication.

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning.

• Our monetary peer-to-peer recognition program is tied to our Values and celebrates you and your colleagues’ contributions.
• Health and well-being benefits include medical, extended health care, dental and vision as from your first day of work.
• You are eligible to participate in the Corning Optical Communications LLC Retirement and Savings Plan on your first day of work.
  • RRSP with 100% match, up to 5% of your earnings,
  • The company will contribute 2.5% of your eligible pay each year to the DPSP account.
• Long-Team disability benefit
• Professional development programs help you grow and achieve your career goals.