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Calix

Customer Success Manager – Calix Remote Monitoring Service (RMS)

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JOB FUNCTION

Customer Success Manager – Calix Remote Monitoring Service (RMS)

COMPANY

Calix

INDUSTRY

Software

LOCATION

Headquarters:San Jose, California,USA

WEBSITE

https://www.calix.com/

JOB DESCRIPTION

Customer Success Manager – Calix Remote Monitoring Service (RMS)

Remote – USA
Calix is looking for a Customer Success Manager (CSM) to help define Success Services, launch those services and drive adoption of the Calix Remote Monitoring Services (RMS) platform. This CSM role will have both pre- and post-sale responsibilities. Once the RMS Success Services are defined and launched, the CSM will then focus on enhancing the post-sales experience for customers, serving as the advocate for their customers 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
    • Assist the Services Strategy and Sales teams in identifying key business value drivers for prospects of RMS.
    • Translate those key business value drivers into a set of Success Services deliverables and work with the Services Offer team and Commercial team to form the new RMS Success Services offer.
    • Provide expert assistance to the Services Sales and Field Sales teams in the positioning of RMS Success Services in the selling cycle to drive deals faster and ensure that RMS Success Services is attached.
    • Serve as the Customer Advocate for customers beginning from the point of sale and extending through onboarding, services adoption, and renewals.
    • Work cross functionally with consulting services and sales to ensure seamless onboarding.
    • Work with customers to identify key business metrics; develop a plan that addresses important business objectives and track and reporting on those metrics to ensure success.
    • Establish a trusted advisor relationship, gathering product feedback and helping customers plan to maximize their benefit with new feature releases.
    • Work with customers to create strategic success plans that effectively demonstrate their ROI.
    • Effectively communicate, validate, and propagate self-service assets for customers.
    • Establish and own relationships with key customer Business Decision Makers to drive further product adoption.
    • Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health check-ups’.
    • Participate in broader support of the Customer Community through authoring Best Practice articles and videos, collaborating with Marketing to create compelling Customer Case Studies and contribute to the digital Customer Community.
    • Delivering or participating in quarterly product release webinars.
    • Assist in developing processes to deliver Success@Scale for the broad base of customers.
    • 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.
The Ideal Candidate Will Be / Have
    • 5-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
    • Network Operations and management experience working, as:
      • Network engineer
      • Consultant delivering software solutions to Network Operations Centers
      • Support Specialist delivering strategic, best practices and coaching to Network Engineers
      • Have an in-depth knowledge of Network Operations key business and technical KPIs
    • Natural proactive nature who approaches all situations with an empathetic and patient manner.
    • Demonstrable ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
    • Strong technical skills that allow for an ease when guiding customers through technical processes.
    • Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment.
    • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
    • Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
    • Experience in developing Social Media and Community collateral to drive customer self-service programs.
    • Experience in SaaS and Telecommunications industry strongly preferred.
Equal Employment Opportunity. It is Calix’s policy to provide equal employment opportunity for all applicants and employees. Calix employment-related decisions, including recruitment, hiring, training, compensation, benefits, and promotion are based solely on an individual’s qualifications and ability to accomplish assigned job functions and legitimate business needs. Calix does not unlawfully discriminate on the basis of race, religion, color, national origin or ancestry, sex (including pregnancy, breastfeeding and medical conditions related to pregnancy and breastfeeding) , age (40 and over), sexual orientation, gender identity or expression, pregnancy, medical condition, genetic characteristic or information, marital status (including registered domestic partners), veteran status, physical or mental disability, status as a victim of domestic violence, sexual assault, or stalking, or any other legally protected criteria. EEO is the Law: https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
E-Verify. Calix participates in E-Verify. For additional information, please see the following: https://secure.jobappnetwork.com/apply/pdf/E-VerifyPosters.pdf
Posted Today Full time R-5557
Building platforms that connect everyone and everything is more than our mission – it’s our inspiration. At Calix we build solutions that connect the world. However, creating networks of the future require more than breakthrough technologies , it requires the outstanding individuals who make this possible. Every day we embrace a challenger-mindset and show up with a purpose to inspire our peers and our customers to achieve things that haven’t been done before. From California to China you’ll find creative colleagues who are clear on their roles and committed to creating value for our customers, our company, and each other.
To learn more, visit the Calix web site at www.calix.com
If you are a person with a disability needing assistance with the application process please email calix.interview@calix.com or call (408) 514-3000 

Apply for this Position

If you can see yourself in this remote role and feel you can add to the ongoing success of In Marketing We Trust, then apply via https://www.calix.com/about-calix/careers.html