Customer Service Program Manager

Arbor Networks

Leexington, MA

 

Customer Service Program Manager

Responsibility: Acting as a customer service liaison to the customer and customer advocate within Arbor Networks for assigned Tier-1 customers Ensuring customer service level agreements are being met or exceeded by tracking appropriate metrics, key performance indicators, and providing regular reports to customer and internal management Tracking customer software defects, enhancement requests, and hardware RMA status and ensure internal engineering, operations, and product management team are aligned to deliver upon customer expectations Tracking customer deployment schedules with up to date status, ensuring internal team’s priorities are aligned to deliver on-time to ensure the customer’s deployment is a success Tracking and reporting on customer quality metrics, presenting internally to executive management Traveling to customer site(s) as needed for regular meetings and to build necessary relationships to become the service liaison into Arbor Networks corporate Integrating into customer operational staff to proactively learn of and resolve any issues that may impact deployment and operations Coordinating the efforts of multiple internal cross-functional departments into a team effort to deliver upon Arbor Networks customer commitments, ensuring success

Qualifications: BS, BA or equivalent college degree and experience 10 plus years’ technology-related experience, ideally in customer service, quality assurance, and/or software engineering management positions Deep understanding of the hardware and software product delivery lifecycle A proven track record of delivering results on assigned projects Experience in telecommunications or internetworking up to 25% travel – some international