Job description

This is a remote based position located in the Eastern United States.

In order to help BSPs win and grow faster, we’ve created a Customer Success Team to 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 Operations 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 and the sales team to document and execute strategic success plans that effectively demonstrate their ROI and drive adoption of Operations Cloud.
Partner with Product development to create new features, fixes, and end-user requests to develop and advance functionality of Calix Operations 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.
Resolve customer escalations by working cross-functionally with Sales, Support, and Product teams.
Work with Sales and Renewal teams to ensure renewals and product growth.

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.
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.
Technical background combined with experience in positions like Network Operations (Central Office / Network Operations Center / Install & Repair Technician).
Experience in delivering software solutions and strategic, best practices and coaching to network operations customers preferred.
Technical aptitude and familiarity with the Calix AXOS / EXA platforms, and 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) a plus.
Driver’s license required.
< 25% Travel required.

Location:
Remote based position located in the Central or Eastern United States.

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