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.
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
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: