Customer Success Manager – US/REMOTE

Job Category: Customer Success Manager - EXOS/REMOTE
Job Type: Full Time
Job Location: remote

THIS IS A REMOTE-BASED POSITION.

We are looking for dynamic, curious, motivated, and self-starting EXOS Customer Success Manager to join our growing team. This position is responsible for post-sales engagement with the customer to guide and drive the deployment of all purchased Giga systems. This will require the ability to interact with and influence senior technical staff and management within Calix’s telecommunications operator customers. The ideal candidate should have a strong technical background and knowledge of telecommunications Voice, Data, and Video networking. Strong interpersonal skills, a proven track record of synthesizing and interpreting complex data and insights and the ability to effectively work with multiple audiences and levels across organizations are required.

Responsibilities:

  • Serve as the trusted advisor for customers, beginning from the point of sale and extending through deployment and project success
  • Support post sales technical support of Calix’s network solution
  • Agree on plan for execution with customer with monthly or bi-weekly cadence
  • Deliver technical presentations to customer’s technical staff and senior management
  • Provide best practices for customers in configuring, testing products and networks in lab and field trials, and ramp planning
  • Provide expertise on technical issues or specific network architectures and applications
  • Personalized Giga Deployment Workshops
  • Build and Lead Technical Enablement Sessions
  • Deep understanding of the product portfolio to understand the best solutions
  • Thought leader and influencer who is fluent in Calix technologies
  • Identify customers deployment % baseline
  • Prioritize customers with large discrepancies of purchase/deployed Giga systems for customer specific action plans
  • Qualify the reason(s) for low deployment (Technical issues, staffing enablement, NetOps workflows, Pipeline issues, Software limitations, etc)
  • Drive to plan, monitor process and provide customer-facing and internal progress reporting
  • Drive Software upgrades to cadence/cadence -1
  • Create Best Practices for onboarding, provisioning, and upgrading SW Versions
  • Develop Best Practices for Device Replacement Programs of 3rd Party systems and older Calix systems
  • Moderate Circles of Success
  • Lead Release Webinars for EXOS/Giga Systems quarterly
  • Drive NFRs with Product Line Leaders for bug fixes, customer tac cases, and enhancement requests
  • Drive Customer Success stories to drive future sales and press releases
  • Provide consultative guidance to ensure business processes are modified to achieve business objectives identified through the sales process
  • Work cross-functionally across all departments to ensure a seamless customer experience

Qualifications:

  • BSEE/BSCS desired
  • 5+ years’ experience in telecommunications
  • 3-5+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions
  • Ability to advocate on the customer’s behalf and approach all situations with an empathetic and patient manner
  • Experience partnering with teams cross functionally with in-depth product knowledge for continuous improvement on education of products and demos
  • Excellent and effective presentation, written communication and public speaking skills
  • Deep understanding of Layer 2 and Layer 3 Access/Edge networking technologies
  • Experience with Fiber and Copper based Access systems
  • Working knowledge of Subscriber Management, BRAS, or BNG systems
  • Expertise with Software Defined Networking (SDN) and industry open networking efforts
  • Future Travel Expectations: Up to 25% domestic travel

Location:

  • This is a remote-based position in the United States or Canada

Location:

  • Remote – USA

Interested in this opportunity? Apply at Customer Success Manager – EXOS (glassdoor.com)

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