Eric Biggs
Customer Success Manager @Extreme Networks
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WORK HISTORY
Customer Success Manager @Extreme Networks
Philadelphia, PA, US
Extreme Networks delivers end-to-end, cloud-driven networking solutions and top-rated services and support to advance our customers digital transformation efforts and deliver progress like never before.Drive the implementation of Premier deliverables across multiple accounts, which include a wide range of cloud-based network management, data center, and wired and wireless access products.Assess revenue generation opportunities and advocate for the purchase of new products and services that meet customers\' requirements. Lead external monthly operations meetings, as well as quarterly business reviews for accounts. Conduct contract, asset, and case management, providing software and firmware recommendations, and bug scrubs based on customers\' needs. Proactively communicate release, field, and vulnerability notifications tailored to customers\' network environments.Internally lead weekly staff meetings and monthly global team meetings to review knowledge reports, discuss new releases, and facilitate open discussions. Lead quarterly account team calls to ensure alignment with sales strategies. Direct cross-functional communication among technical support, sales, engineering, partners, professional services, and third-party vendors to drive customer success.Extensively use tools such as Salesforce, Smartsheet, JIRA, Microsoft 365 Teams, Outlook, Excel, PowerPoint, and Word. Maintain program Welcome deck and other customer-facing documentation in accordance with corporate branding and marketing standards. Facilitated the rollout of OneNote and Teams, as well as internal Premier Services Delivery tools, to promote consistency across the program.
EDUCATION
Penn State Great Valley
Some graduate coursework, Engineering Science
Shippensburg University of Pennsylvania
Bachelor of Science, Computer Science
SKILLS
ABOUT ERIC BIGGS
As a Customer Success Manager, I bring a strong blend of technical expertise, customer advocacy, and operational leadership to our Premier Strategic Majors accounts. I excel at building trusted relationships with both internal teams and external clients, consistently serving as a reliable escalation point and strategic advisor. My ability to manage complex support engagements—particularly across platforms like Cloud-Based Network Management, Network Fabric, Wired Access, and Wireless Access—has enabled successful outcomes for high-profile customers.I am known for my proactive approach to problem-solving, attention to detail, and commitment to continuous improvement. I’ve led initiatives like the development of Technical Configuration Guides and have taken ownership of RCA documentation and GTAC case management. My growth mindset is evident in my pursuit of advanced knowledge in Ethernet fabric, wireless, cloud networking, and customer operations.Above all, I value collaboration, accountability, and learning from experience—qualities that help me adapt quickly and lead effectively in dynamic environments.
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