Head of Support

Who We Are?

Ceragon is the global innovator and leading solutions provider of end-to-end wireless connectivity, specializing in transport, access, and AI-powered managed & professional services. Through our commitment to excellence, we empower customers to elevate operational efficiency and enrich the quality of experience for their end users.

Our customers include service providers, utilities, public safety organizations, government agencies, energy companies, and more, who rely on our wireless expertise and cutting-edge solutions for 5G & 4G broadband wireless connectivity, mission-critical services, and an array of applications that harness our ultra-high reliability and speed. Ceragon solutions are deployed by more than 600 service providers, as well as more than 1,600 private network owners, in more than 130 countries.

Through our innovative, end-to-end solutions, covering hardware, software, and managed & professional services, we enable our customers to embrace the future of wireless technology with confidence, shaping the next generation of connectivity and service delivery.

Ceragon delivers extremely reliable, fast to deploy, high-capacity wireless solutions for a wide range of communication network use cases, optimized to lower TCO through minimal use of spectrum, power, real estate, and labor resources - driving simple, quick, and cost-effective network modernization and positioning Ceragon as a leading solutions provider for the "connectivity everywhere" era.

About the Role:

The Head of Support & Maintenance Sales is responsible for driving global growth of support and maintenance agreements by enabling and energizing regional sales teams. Acting as the global focal point for offering design, positioning, and escalations, this role ensures that Ceragon's support and maintenance business is consistently promoted, negotiated, and delivered worldwide.

What Will You Do as Part of The Role?

Sales Leadership & Growth

• Drive year-over-year revenue growth from support & maintenance packages worldwide
• Work with regional sales account managers to identify opportunities, structure proposals, and close deals

Regional Sales Enablement

• Support and energize regional sales teams in promoting and positioning support & maintenance solutions.
• Provide tools, training, and best practices to strengthen regional sales execution.
• Ensure consistent messaging and value articulation across all markets.

Global Sales Leadership & Escalations

• Act as the global focal point for complex negotiations, escalations, and strategic deals.
• Coordination with regional sales leads to resolving challenges and secure contract renewals.
• Support regional teams in upselling higher-tier packages or add-on services.

Performance & Delivery Alignment

• Monitor support & maintenance contract performance to ensure commitments are met.
• Facilitate communication between headquarters, delivery teams, and customers regarding SLA compliance and service expectations.
• Ensure that customer feedback from delivery is captured and translated into offering improvements.

Offering Development & Standardization

• Develop, update, and optimize support & maintenance packages to align with company goals and customer needs.
• Standardize global support & maintenance agreements while allowing regional flexibility where needed.
• Prepare service descriptions, documentation, and base material for marketing and sales campaigns.

Collaboration & Market Insight

• Partner with internal teams (Pre-Sales, Customer Support, Product, Finance) to ensure packages are competitive and executable.
• Track industry trends and competitive practices to refine Ceragon's positioning.
• Provide structured feedback to continuously improve support & maintenance offerings.

Requirements:

What does it require from you?

• 7+ years of experience in sales support, business development, or service portfolio management within telecom, networking, or related industries.
• Strong track record in support & maintenance or managed services.
• Excellent coordination and communication skills, especially in cross-regional collaboration.
• Proven ability to manage complex escalations and support C-level negotiations as part of a broader team.
• Strong understanding of telecom support models, SLAs, and service delivery performance.
• Bachelor's degree in business, Engineering, or related field (MBA is a plus).

Key Success Measures:

• Regional sales team adoption and effective promotion of support & maintenance solutions.
• Renewal and upsell rates of contracts.
• Global consistency in offering positioning and deal structure.
• Customer satisfaction with service delivery performance.
• Contribution to overall support & maintenance revenue growth.