Customer Success Manager at Calix

  • International
  • Anywhere
  • Applications have closed
  • International
  • Anywhere
  • Applications have closed

Website Calix

Customer Success Manager – Calix Support Cloud

Remote – USA
Full time
R-6231

THIS IS A REMOTE-BASED POSITION IN THE UNITED STATES OR CANADA.
In order to help Communications Service Providers (CSP’s) win and grow faster, we’ve created a Customer Success Team. Customer Success Managers (CSMs) support our CSPs 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 completes the post-sales lifecycle 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 solutions as they are about providing an exceptional experience for every customer.
Responsibilities:

Serve as the trusted advisor for customers, beginning from the point of sale and extending through onboarding, project success, and renewals
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, and services renewal
Work cross-functionally across all departments to ensure a seamless customer experience
Partner with Success team to Optimize Customer Lifecycle and evolve best practices for our service providers

Qualifications:

Experience in SaaS and Telecommunications industries preferred
3-5+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions
Ability to influence through persuasion, negotiation and consensus building
Technical background combined with experience in positions like Engagement Management or Product Management combined with subscription experience in a high growth SaaS company preferred
1-3+ years of experience working with telecommunication networks (premises) as well as their supporting ecosystems
Technical aptitude and familiarity with the design and utilization of complex data pipelines and systems
Data-driven with a commitment to the process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio
Experience in SasS and Telecommunications industries preferred
Call center support experience, either:

Delivering software solutions to call center customers
Delivering basic level orientation for software solutions to call center customers
Delivering strategic, best practices and coaching to call center customers

In-depth knowledge of call center reporting, workforce management and KPIs preferred
Strong empathy for customers AND a passion for revenue and growth
Deep understanding of value drivers in recurring business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement

Location:

Remote – United States or Canada

Contact us

Calix

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