Principal Success Account Manager - East and Central Region

Calix enables Broadband Service Providers (BSPs) of all sizes to transform their business. Our BSP customers are empowered to utilize real-time data and insights from Calix Cloud and platforms to simplify their businesses and deliver exceptional experiences and managed services that excite their subscribers. This enables BSPs to grow their businesses through increased subscriber acquisition, loyalty and revenue, thereby increasing the value of their businesses and contributions to their communities. This is the Calix mission; to enable BSPs of all sizes to simplify, excite and grow. We are looking for an experienced Principal Success Account Manager (SAM) to work directly with our Broadband Service Providers to drive the adoption of Calix Cloud and Managed services. The SAM will manage a portfolio of BSP Customers and partner with a wide array of Calix teams to bring the right resources to each customer at the right time. The SAM will engage post-sales, helping take customers from the initial sign-up to the launch, adoption and optimization of their Calix Cloud solutions. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer.

Responsibilities and Duties:

• Serve as the trusted advisor for key customers, beginning from the point of sale and extending through onboarding, ongoing success, and renewal.
• Partner with customers key stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business objectives.
• Develop deep knowledge of the customer's people, processes and priorities across managed service and Cloud applications to unify their Calix experience.
• Provide consultative guidance to ensure business processes are modified to achieve business objectives.
• Maintain a comprehensive view of customer’s Calix Cloud and managed service investments and coordinate subject matter expertise across the Customer Success Team to support the customer needs.
• Demonstrate hands-on Calix Cloud and managed service product knowledge by applying platform features and functions to customer business priorities and roadmap.
• Produce and execute a comprehensive Success Plan showing the current state, goals and objectives, timeline, and an underlying enablement Plan.
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan.
• Deliver business value and innovation to a customer’s business by understanding their key business challenges and potential for growth.
• Build and foster executive-level relationships with the customer’s marketing, support, network operations and business executive leadership, and decision makers to solidify our partnership and commitment.
• Work collaboratively with the account team and Calix executives, networking within accounts from the Executive-Level down, to help customers achieve organization alignment and their objectives.
• When appropriate, recommend additional Calix services needed to drive success.
• Proactively communicate technical product changes, updates, outages, and other relevant updates. Partner with Product development to create new features, fixes and end-user requests to develop and advance functionality of Calix Cloud.
• Work cross-functionally across all departments to ensure a seamless customer experience.

Qualifications:

• Experienced professional with SaaS and Telecommunications industry experience.
• 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.
• Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers.
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing.
• Experience in delivering software solutions and strategic best practices.
• Excited about driving and tracking consistent engagements with all customers in your portfolio.
• Strong empathy for customers AND a passion for revenue and growth.
• Deep understanding of value drivers in recurring business models.
• Demonstrated desire for continuous learning and improvement.
• Bilingual (English and German or French) strongly preferred.
• Up to 40% travel is required.

#LI-Remote

The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

San Francisco Bay Area:

140,300 - 210,500 USD Annual

Select US Metros and States:

122,000 - 183,000 USD Annual

Other US Locations:

109,800 - 164,700 USD Annual

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.