Service Delivery Manager (Brazil)
Core
Single point of contact for post-sales networking services in LATAM, managing account health and delivering customer outcomes.
Role type
Senior individual contributor service delivery manager (networking)
Builds
Customer success outcomes for sold networking products/services
Domain
Networking operations / Telecom / Enterprise IT services
Deliverable
client delivery
Required skills
Incident and escalation management, account strategy development, post-sales relationship management, data analysis for support metrics, cross-functional coordination, RMA logistics support, business review facilitation
Preferred skills
Experience with large technical accounts in telecom or enterprise, IP-based network background, Customer Success methodologies
Technologies
Core & edge routing, Switching, Data Center, campus switching, Internet Security, Network management, Microsoft Office
Responsibilities
Manage customer onboarding and post-sales relationships, own high/critical incident remediation, conduct business reviews, analyze support data trends, coordinate with global support and engineering teams, support resellers on post-sales activities
Seniority
Senior, hands-on IC