Solutions Success Manager

General Summary Of Position

As a Solutions Success Manager, your primary focus, will be to take a network design for a given customer and facilitate full implementation of such design into their existing network architecture. This will include facilitating technical calls with the customer and Granite resources, documenting physical connections, and aiding in the building of configuration profiles. You will work closely with the client to build a strong relationship and ensure overall customers satisfaction for the extent of the client’s account with Granite and support any technical moves, adds or changes while updating reference architecture in Granite’s systems accordingly.

• Implement new network architecture with Granite products to customer satisfaction
• Lead/Drive technical calls with customers regularly with other Granite resources/teams
• Document agendas, deliverables, diagrams, configurations, and the like
• Assist customers in any new initiatives, moves, adds, or changes for account lifecycle
• Facilitate troubleshooting or problem solving as challenges arise
• Steer customer into best practice operatives within Granite’s advanced data/network services
• Coordinate resources to help support all technical aspects of a customer’s needs
• Answering product related queries in a timely manner
• Support customer onboarding of new technology by walking them through new portals, services or reporting features
• Perform Heath Checks on the customer's solution

• NOC experience, Jr Network Engineering background preferred
• Strong troubleshooting skills and experience
• Strong communication and interpersonal skills
• Demonstrated ability to drive technical aspects of new deployments or initiatives
• Good critical thinking and problem-solving skills
• Hands on networking experience in Routing/Switching
• Working knowledge of networking principles: NAT, DHCP, MPLS networks, and SDWAN concepts
• Functional understanding/experience in IP Voice and SIP messaging standards/principals
• A self-starter capable of adapting quickly and being decisive

• N+ Certification
• CCNA Preferred
• Fortinet NSE1 – 4 or equivalent Preferred
• Juniper /Mist AI Certification preferred