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SUSE Customer Success Lead

Job ID 309843 Date posted 11/10/2017 Location: Any, US

SUSE Customer Success Lead

Location: US (Eastern US Preferred)

Role Description

The SUSE Customer Success Lead (SCSL) plays a key role in managing delivery excellence and award winning Services for SUSE customers. The SCSL will drive continued improvement through regular customer meetings and managing efficiency in the delivery of the Premium support and Consulting services. Additionally, the SCSL will act as the SAM (Services Account Manager) for named customers. This is a technical management role, reporting to the Service Director. Regular travel is a requirement.

Key Responsibilities

  • Be able to articulate the key values of SUSE products, solution and strategy
  • Act as main point of contact for assigned customers for all Premium and Consulting Services activities and share information regularly with sales, pre-sales, renewals to ensure we remain joined-up
  • Establish trusted working relationship with Sales in assigned geo by collaborating and supporting sales team within opportunities
  • Manage Premium Support delivery in assigned region to ensure excellence in delivery to its customers and maximise Premium Renewals
  • Help sales sell new Premium Support
  • Manage, monitor, and track all SUSE Consulting activities within assigned sales region
  • Maximize customer meetings to ensure the customer receives regular contact from SUSE Services and that we fully understand the customer need
  • Ensure the Premium Support Engineers productivity is maximized with regular, proactive customer contact (onsite and remote)
  • Act as first point of escalation for all services related issues in geo and manage crit sits efficiently with clear management updates
  • Work with other regions in sharing best practice and share resource where it makes sense for the SUSE global business to optimize our key resources
  • Support the growth and development of Service resources within assigned region

Qualifications and Skills

  • Exceptional written and verbal communication skills
  • Ability to maintain a calm and professional approach when working in high pressure technical support environment and critical customer situations
  • Excellent collaboration skills with sales is essential
  • Proven ability to work independently and take initiative
  • Proven commercial acumen
  • Experience in high-tech or software company
  • Experience working with Sales, Finance, Legal teams
  • Advanced computer skills in MS Office, MS Excel, plus corporate applications
  • Bachelor’s Degree and/or Applicable Experience

About SUSE

SUSE, a pioneer in open source software, provides reliable, interoperable Linux, cloud infrastructure and storage solutions that give enterprises greater control and flexibility. More than 20 years of engineering excellence, exceptional service and an unrivaled partner ecosystem power the products and support that help our customers manage complexity, reduce cost, and confidently deliver mission-critical services. SUSE is also an active member of many open source communities, such as the openSUSE Project, OpenStack, Ceph, OpenNFV, OpenHPC, and more, to help drive collaboration among global communities to help solve some of the world’s most challenging technology issues.

At SUSE, we set challenging goals for ourselves, then work to meet, and often exceed them. How far can you go with extraordinary colleagues at your side?

For more information, visit www.suse.com

Location: Any, US Position Type Full-Time/Regular

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