Customer Success Manager at Calix

Remote | International
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

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