Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.
Calix is looking for a Senior Success Account Manager to build account strategy and drive adoption of the Calix Support Cloud. The SAM 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 strategy and solutions as they are about providing an exceptional experience for every customer.
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.
- 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.
Qualifications:
- 8+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
- Demonstrate executive presence and a desire to work with internal and external executive contacts.
- Experience managing support representatives in a call center directly or delivering software solutions to call center customers.
- Natural proactive nature who approaches all situations with an empathetic and patient manner.
- Demonstrable success in thinking strategically, executing 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 Telecommunications industry preferred
Location and Travel:
- Remote based position, with preference to live in territory. Territory includes Texas, Arkansas, and Oklahoma
- Up to 30% travel required.
#LI-Remote
Compensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.
For more information on our benefits click here.
There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.
San Francisco Bay Area Only:
National Major Cities plus, CA, CO, NY Metro area:
Regional plus NY:
Top Skills
What We Do
Innovative communications service providers rely on Calix platforms to help them master and monetize the complex infrastructure between their subscribers and the cloud. Calix is the leading global provider of the cloud and software platforms, systems, and services required to deliver the unified access network and smart premises of tomorrow. Our platforms and services help our customers build next generation networks by embracing a DevOps operating model, optimize the subscriber experience by leveraging big data analytics, and turn the complexity of the smart home and business into new revenue streams.
