Senior Success Account Manager

Calix

2d•Remote

About The Position

Calix enables Broadband Service Providers (BSPs) of all sizes to transform their business. Our CSP customers are empowered to utilize real-time data and insights from Calix Cloud and platforms to simplify their businesses and deliver exceptional experiences and managed services that excite their subscribers. This enables BSPs to grow their businesses through increased subscriber acquisition, loyalty and revenue, thereby increasing the value of their businesses and contributions to their communities. This is the Calix mission; to enable BSPs of all sizes to simplify, excite and grow. This is a remote position that could be based anywhere in the United States. We are looking for an experienced Senior Success Account Manager (SAM) to work directly with our Broadband Service Providers to drive the adoption of Calix Cloud and Managed services. The SAM will manage a portfolio of BSP Customers and partner with a wide array of Calix teams to bring the right resources to each customer at the right time. The SAM will engage post-sales, helping take customers from the initial sign-up to the launch, adoption and optimization of their Calix solutions. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer.

Requirements

Experienced professional with SaaS and Telecommunications industry experience.
8-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
Ability to quickly grasp and distinctly explain technological and business concepts.
Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing.
Experience in delivering software solutions and strategic best practices.
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.

Responsibilities

Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.
Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.
Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.
Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.
Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups.”
Establish relationships with key customer stakeholders to drive further product adoption.
Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model.
Partner with sales teams to create a strategic account plan from sales, adoption, expansion, and renewal.
Work cross functionally with consulting services and sales to ensure seamless onboarding.
Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.