Customer Success Manager III
This is a remote position that is based in the Western United States.
In order to help Broadband Service Providers (BSPs) win and grow faster, we’ve created a Customer Success Team. Customer Success Managers (CSMs) support our BSPs and their interactions with their customers, subscribers or members.
We are looking for a Customer Success Manager to drive adoption of the Calix Support Cloud. The CSM drives the post-sales adoption for customers, serving as the advocate for each customer and accelerating the expansion of solutions within each account. The ideal candidate will be as passionate about driving business outcomes and solutions as they are about providing an exceptional experience for every customer.
Responsibilities and Duties:
Serve as the trusted advisor for customers, beginning from the point of sale and extending through onboarding, ongoing success, and renewal.
Provide consultative guidance to ensure business processes are modified to achieve business objectives.
Work with customers to create strategic success plans that effectively demonstrate their ROI and drive adoption of Support Cloud.
Partner with Product development to create new features, fixes and end-user requests to develop and advance functionality of Calix Support Cloud.
Establish relationships with key customer stakeholders to drive adoption, OpEx reduction, product adoption, and cloud renewal.
Work cross-functionally across all departments to ensure a seamless customer experience.
Partner with Customer Engagement team to optimize customer lifecycle and evolve best practices for our service providers.
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.
Experience in SaaS and Telecommunications industries preferred.
8+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
Technical background combined with experience in positions like Customer Support, Technical Support, Install & Repair Technican, or Network Operations.
Experience in delivering software solutions and strategic, best practices and coaching to call center customers prefered.
Technical aptitude and familiarity with the OSS/BSS systems.
Data-driven with a commitment to the process.
Ability to influence through persuasion, negotiation and consensus building.
Excited about driving and tracking consistent engagements with all customers in your portfolio.
Strong empathy for customers AND a passion for revenue and growth.
Deep understanding of value drivers in recurring business models.
Demonstrated desire for continuous learning and improvement.
Bilingual (English and Spanish or French) strongly preferred.
Driver’s license required.
< 25% Travel required.
Location:
Remote-based position located in the Western United States.
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