Senior Customer Success Manager

Description

Position at Wind River

Senior Customer Success Manager (Remote, UK)

ABOUT WIND RIVER

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world.

YOUR ROLE

Wind River has an opportunity for a Customer Success Manager with experience in proactive complex customer management. The role includes forming relationships across strategic customers, onboarding customers to support and future needs planning, driving progress and follow up until completion. The candidate should possess software expertise with exposure to communication service providers and their suppliers. The ideal candidate has business background coupled with technical expertise along with proven influence management skills. This person must be able to influence both internal and external stakeholders. Additionally, this person will lead quarterly business reviews with focus across previous performance, continuous improvement and strategic alignment.

• Act as a liaison between Wind River and the customer. Work strategically with CSP to ensure support aspects are routed/escalated and transitioned per contractual agreements. Work closely with Technical Support, Sales, Product Management, Engineering and Professional Services to ensure the customer’s needs are progressed within the contract terms.
• Act as liaison between customer and all other departments within Wind River.
• Provide status updates across all activities within the customer.
• Single focal point for customer escalation management, mitigation and resolution
• Executive level presentation skills necessary to enage within the customer and withing Wind River
• Work with Sales, Services and Support to ensure successful early engagement, follow on to paid for work with customer acceptance is achieved
• Organize and drive the Wind River team for all aspects tied to quarterly business reviews with the customer.

Performance Measurement

• Establish and align governance for reporting, reviewing and escalating customer issues --- parallel activities for planning, proj mgt, building and running the network within the customer (note these could involved different portions of the customer organization)
• Establish 1:1 relationships at least one level above working level across customer organization
• Establish linkage into planning and all other customer aspects including proj mgt
• Work within WR team to establish procedures/tools that can be communicated to the customer and accessed for dashboards, real time reporting and constant communication
• Successfully handle needs for a successful FOA and initial field launches
• Agree with customer to quarterly business review attendees, format, scheduling
• Monitor transition plan for SE to prof services handover
• Direct weekly activities and review/provide inputs for setting direction for all Wind River involvement tied to this customer

HOW YOU WILL CONTRIBUTE

Key skills and competencies for succeeding in this role are:

• 3 years of customer support experience with at least 7 years in the software industry including experience in customer engagement/support and software platform delivery and integration
• 8 years of experience in telecoms, CSPs and/or TEMs
• At least 3 years of customer management experience with a proven track record supporting large fortune 500 companies.
• Business experience including contract exposure, business process optimization
• At least 2 years of project management experience.
• Strong communication and customer service skills.
• Dual language capabilities – fluent in Spanish and English
• Proven ability to engage working level and executive levels of the customer

Ability to build and maintain relationships with customers and other departments within Wind River.

• Self-motivated, independent and comfortable working directly with technical customers.
• Experience with platform virtualization software
• Bs or Masters in Engineering or similar.

Your Benefits:

• Health and life insurance: Wind River provides a company-sponsored life insurance offering x3 base salary cover, from the first day of employment
• Income protection: Wind River offers company-sponsored permanent health insurance from the first day of employment, providing earnings-related income protection in the event of extended periods of illness or injury disability.
• Healthcare: Company-funded healthcare is available to all employees, including vision care and AD&D coverage
• Dental: Wind River offers comprehensive cover with any qualified dentistry practice. Cover
• Wind Gives Back: All employees are encouraged to take advantage of five paid days each year to volunteer with not-for-profit community organisations or activities in their communities.
• Birthday time off: Wind River offers all employees a day off annually to celebrate their birthday, to be taken around the time of the special day

APPLICANT PRIVACY NOTICE:

Your privacy is of the utmost importance to us. At Wind River, we strictly adhere to all applicable data privacy laws. Please review Wind River's Applicant Privacy Notice, which can be found here.

#LI-AW1

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#LI – REMOTE

“Wind River is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law”

Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Diversity is foundational for Wind River’s business success. We want to be a workplace of choice for all people and we value the unique perspectives offered by a diverse workforce. Wind River does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, citizenship, disability, protected veteran status, age, ancestry, medical condition, genetic information, marital status, pregnancy, or any other legally protected status. This principle applies to all areas of employment: recruitment and hiring, training, performance evaluations, promotions and transfers, compensation and benefits, and social and recreational programs.

Wind River desires to be an employer of choice with an inclusive environment for all individuals. As part of this goal and in compliance with various laws and regulations, Wind River provides reasonable accommodation to applicants and employees. Requests for reasonable accommodation for applicants and employees are examined on a case-by-case basis. Please let us know if you need a reasonable accommodation for any part of the application, interviewing, hiring or at any other time during the employment process. You can email us at: benefits@windriver.com. Please do not include personal medical information in the email.

More information about federal laws that prohibit job discrimination can be found at:

www1.eeoc.gov/employers/poster.cfm

www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA_508c.pdf

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