Job Description
Senior Manager, Customer Success – Go-To-Market Southeast
locations
Remote – North America
time type
Full time
job requisition id
R-8105
*This is a remote position that is located in the Southeast United States.
This position is an integral part of the Calix Account Team and will be located in the Southeast United States. Regions include: *Tennessee, Louisiana, Mississippi, Alabama, Georgia, South Carolina, or Florida.*
Calix is looking for an outstanding, results-driven Customer Success leader to join our team. As the Senior Manager/RVP, Customer Success you will be responsible for leading a team of GTM (Go-to-Market) Customer Success Managers (CSMs) focused on driving adoption and accelerating time to value of marketing efforts, with the revolutionary Revenue EDGE platform, with particular focus on CommandIQ mobile application and ProtectIQ and ExperienceIQ managed services. As a CSM leader, you will drive the achievement of regional results, develop the technical expertise of your team, coach them to gather insights and identify ways to improve each step in the customer lifecycle ensuring they realize value from their investment in Calix products and services and ultimately provide extraordinary experiences for their subscribers (B2B2C). You will work cross-functionally with sales, renewals, product development, marketing, implementation, and professional services to position Calix as the unparalleled Cloud Services and Application partner for Broadband Service Providers (BSPs).
Responsibilities and Duties:
- Train, mentor, and manage a high-performing, regional team to achieve their business metrics.
- Develop the individuals on the team through coaching, timely feedback and regular 1:1s focusing on technical development, knowledge of Calix IQ Suites, and business outcomes.
- Coach your team to deliver outstanding experiences that increase retention of accounts, resulting in full adoption, and renewal of Calix Managed services, while guiding BSPs as they design and deliver exceptional GTM plans.
- Align to key customer executives to ensure we have buy-in on the strategic GTM success plan and are executing effectively against it.
- Maintain deep understanding of Calix Revenue EDGE platform, CommandIQ mobile application and the growing suite of Revenue EDGE services.
- Build best practices to facilitate BSP’s ability to achieve marketing objectives, changes, and enhancements to customer business processes to achieve goals identified through the sales process.
- Achieve or exceed business metrics and monitor for potential account risk and opportunity for growth.
- Collaborate with renewals team to ensure customer retention and growth.
- Present at Calix and industry events.
- Serve as point of escalation for critical customer issues. Work cross-functionally to resolve issues and help remove barriers for the team.
- Monitor and report on the growth and adoption of account portfolio across Customer Success leadership team.
- Contribute to the evolution of our customer success methodology and ensure that a clearly defined customer success plan is in place for each customer.
- Promote a customer-centric mindset across the organization and align projects across teams.
- Partner with Product development to create new features, fixes, and end-user requests to develop and advance functionality of CommandIQ, ProtectIQ and Experience IQ.
- Continue to ideate and create opportunities that help our BSPs accelerate their success journey to ‘own the home’ through value added Revenue Edge applications.
Qualifications:
- Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.
- 12+ years of proven team leadership with the ability to attract, develop and retain a high-performing team that exceeds its goals in a fast-growing Customer Success, Sales, SaaS, Marketing, or other similar organization:
- Ability to provide a consultative approach on marketing plan development and execution.
- A clear understanding of how ROI will be measured and analyzed for campaigns.
- Experience leveraging data to create targeted marketing campaigns.
- Involvement in bringing new products or services to market.
- Experience in both B2B and B2B2C marketing preferred.
- Experience Telecommunications industry preferred.
- Experience managing large, complicated accounts at the most senior operational organization, and business levels.
- Exceptional ability to build and grow strong trusted advisor relationships.
- Masterful understanding of customer business goals, and the ability to partner with customers to translate them into adoption strategies and best practices.
- Experience simplifying technical, specialized content and processes, and adapt to the needs of SMB to Enterprise-level customers.
- Experience bringing new products or features to BSPs and enabling their teams quickly.
- Demonstrated success partnering with Sales and Renewals to identify, upsell and cross-sell opportunities to deepen penetration of solutions within the customer environment.
- Able to adapt to, and lead through change, driving clarity through ambiguity.
- Expert written and verbal communication skills, executive level presence and experience in facilitation.
- Strong project management and program delivery.
- Collaborative and consultative work style.
- Experience using Salesforce, or other customer relationship tools.
- Future Travel Expectation: 25%
Location:
- Remote-based position located in the United States.