Customer Experience Strategist

2 weeks ago


Chennai, Tamil Nadu, India Extreme Networks Full time
Unlock Your Potential with Extreme Networks

We are a global leader in cloud-driven networking solutions, trusted by over 50,000 customers worldwide. Our top-rated services and support accelerate digital transformation efforts, delivering progress and double-digit growth year over year. We foster an inclusive environment where every Extreme employee can thrive, united by strong core values that enable us to advance together.

Customer Lifecycle Manager - India

We seek an experienced and results-driven Customer Lifecycle Manager to join our dynamic team. This role focuses on onboarding new business customers, driving product adoption, and managing install base accounts for upsell and cross-sell opportunities. The ideal candidate will have 5-7 years of experience farming install base customers and a proven track record of increasing product usage and identifying new revenue streams.

Responsibilities:
  • Lead the onboarding process for new business customers, ensuring seamless transitions and driving early product adoption.
  • Manage inbound customer leads, qualifying opportunities, and scheduling meetings with sales to pursue upsell and cross-sell opportunities.
  • Conduct outbound calls and emails to the install base, identifying new projects and expanding relationships for future business opportunities.
  • Collaborate closely with regional sales counterparts to align strategies and ensure customer satisfaction.
  • Proactively identify customer needs, ensuring continued engagement and recommending product expansions.
  • Monitor customer engagement and satisfaction trends, providing regular insights and updates to internal teams to drive continuous improvement.
Requirements:
  • Bachelor's degree in business, marketing, or a related field.
  • 5-7 years of relevant experience managing install base customers, with a focus on upsell and cross-sell strategies.
  • Proven experience in customer onboarding, adoption strategies, and expanding relationships within the install base.
  • Fluency in Spanish, Portuguese, and English, with a strong understanding of the LATAM and Southern regions.
  • Proficiency in CRM systems (Salesforce) and email outreach tools, with experience managing outbound campaigns.
  • Strong communication and interpersonal skills, with the ability to work collaboratively across teams and regions.


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