Customer Success Manager
This is a remote position that is located in the Central United States. Specifically in Arkansas, Oklahoma, Kansas, North Dakota, South Dakota, Nebraska or Northern Minnesota.
Calix is looking for a Go-To-Market Customer Success Manager to help our Calix Customers to deliver differentiated, exceptional subscriber experiences through the adoption of the Calix Revenue Edge Managed Services portfolio. The CSM engages with customers post-sales, accelerating the time to value of their marketing efforts. The ideal candidate will be as passionate about marketing as they will be providing an exceptional experience for every customer and the customer’s subscribers.
Responsibilities and Duties:
Serve as the GTM trusted advisor for customers beginning from the point of sale and extending through onboarding, services adoption, and renewals.
Provide consultative guidance on marketing objectives, changes, and enhancements to customer business processes to achieve goals identified through the sales process.
Consult with BSP customers, using their data, to help them with their go-to-market strategies and execution with their subscribers.
Work with customers to drive subscriber adoption metrics for Calix Managed Services offering, with particular focus on CommandIQ, ProtectIQ and ExperienceIQ.
Assist with the achievement of additional marketing metrics as determined by the customer.
Work with customers to create strategic GTM success plans that effectively tracks and reports on key metrics to ensure success.
Establish trusted advisor relationships with key customer Business Decision Makers to stay aligned on business value and drive further product adoption and growth.
Gather product feedback for continuous product enhancement and customer value and help customers plan to maximize their benefit with new feature releases.
Continue to ideate and create opportunities that help our BSPs accelerate their success journey to ‘own the home’ through value added Revenue Edge applications.
Assist in developing processes to deliver Success@Scale for the broad base of customers.
Effectively communicate, validate, and propagate self-service assets for customers.
Work cross functionally with implementation services, specialists, and sales to ensure seamless onboarding.
Participate in broader support of the Customer Community through authoring Best Practice articles and videos, collaborating with Marketing to create compelling Customer Case Studies and contribute to the digital Customer Community.
Always be thinking creatively to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.
Qualifications:
Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.
8+ years’ experience in developing and executing GTM campaigns, including:
Ability to provide a consultative approach on marketing plan development and execution.
A clear understanding of how ROI will be measured and analyzed for campaigns.
Experience leveraging data to create targeted marketing campaigns.
Involvement in bringing new products or services to market.
1-3+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
Experience in both B2B and B2B2C marketing preferred.
Experience leading or working for marketing teams in the SaaS or Telecommunications industry preferred.
Experience creating go to market strategies for mobile app adoption preferred.
Natural proactive nature who approaches all situations with an empathetic and patient manner.
Demonstrable ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment.
Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
Data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
Experience in developing social media and community collateral to drive customer self-service programs desired.
Future Travel Expectation: 25%.
Location:
Remote-based position located in the Central United States.
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