Calix Inc.

Customer Success Practice Lead - Calix Support Cloud

US-US - Remote
Job ID
4340
Category
Sales Operations
Position Type
Full Time

Overview

We at Calix wake up every day and think about one thing – the best way to connect the device-enabled subscriber and the cloud-enhanced Internet of Everything. It’s a noble cause, and one that we share with a finite group of communications service providers (CSPs) around the world whose networks and software define the broadband experience of subscribers everywhere. As the leading provider of innovative communications software, systems, and services to these CSPs, our role is to provide the vision, the insights, and the solutions to enable them to be the service provider of choice to their subscribers.

 

This formula has worked. As Calix Software Defined Access and Calix Cloud innovations and value-added services enable our customers to transform their businesses and be the winning CSPs of tomorrow, they reward us with double-digit growth and extraordinary loyalty. It’s a virtuous cycle, and as a half-billion dollar start-up, it’s one that is just getting started.

 

Do you share our passion and want to learn more? 

 

Calix is looking for a Customer Success practitioner to drive all Customer Success related activities for Calix Support Cloud, complementing Calix’s Support Cloud capabilities with our valued customers’ business priorities, accelerating business results and delivering differentiated value.

Responsibilities

  • Lead the Calix Support Cloud Success program definition in partnership with the Customer success leadership team and other key customer facing teams

  • Support the definition and drive implementation of key program elements including Customer Journeys, Success plans, Adoption metrics and other KPI’s as necessary

  • Lead the CSM team for Calix Support Cloud as the program scales

  • Be the De-facto expert in the Communication Service Provider Service delivery function – be a credible trusted advisor to Customer Executive sponsors and Implementation leads

  • Assume overall customer adoption responsibility and be a critical issue solution partner

  • Produce materials such as white papers, best practice documentation and other content that demonstrates thought and industry leadership that can be leveraged as Knowledge articles for customers and reference-able content for Cloud prospects

  • Provide and articulate the feedback from customers back to the product development community to help ensure that future releases bring additional value and drive better business outcomes for customers

  • 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 on-boarding and integration process

  • Always be thinking of outside the box ways to increase renewals and drive long term customer success and satisfaction  

Qualifications

  • 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

  • Call center support experience working, either:

      • Managing support representatives in a call center directly, or
      • Delivering software solutions to call center customer
  • Natural proactive nature who approaches all situations with an empathetic, unbiased 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
  • Experience with Cloud based applications
  • Strong Analytics skills
  • 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 and/or Software industry preferred
  • Travel may be required up to 20%
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