Success Engagement Manager, SmartBiz

Calix is looking for a Success Engagement Manager to drive adoption of the Calix Small Business Solutions with our customers. You will partner with a wide array of Calix teams to define, test, validate and drive adoption of solutions that combine platforms, software, systems, customer support, services, and success teams. The Success Engagement Manager will be responsible for running all customer enablement programs, content and delivery. The Success Engagement Manager will engage with customers and their Calix account team, helping take them from the initial sign-up to the launch, adoption, and optimization of Small Business Solutions. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer. 

Responsibilities and Duties:  

• Partner with Product, Marketing, Services, Success, and Sales teams to help create compelling multi-dimensional solutions that deliver exceptional value to broadband service providers and their communities. 

• In conjunction with the above, help develop and test use cases for Small Business Solutions. 

• Create, maintain, and evolve comprehensive enablement programs for BSP’s to leverage as they go to market with Small Business Solutions. 

• Collaborate with Marketing to develop compelling Market Activation content for BSP’s to utilize in their go to market efforts. 

• Work with the Calix account team to assist customers beginning from the point of sale and extending through onboarding, launch and adoption.  

• Recommend Small Business Solution pricing, packaging and bundling strategies. 

• Gather product feedback for continuous product enhancement and customer value and help customers plan to maximize their benefit with new feature releases. 

• Effectively communicate, validate, and propagate self-service assets for customers. 

• Participate in broader support of the Customer Community through authoring Best Practice articles and videos, collaborating with Marketing to create compelling Customer Case Studies and contribute to the digital Customer Community. 

• Consistently drive customers to success with our Small Business Solutions. 

​Qualifications:  

• 8+ years’ experience in relevant solution/product management, marketing, or success. 

• 1-3+ years of direct customer advocacy and engagement experience in customer success, professional services, project management or account management functions. 

• Experience in B2B marketing preferred 

• Experience in SaaS, Telecommunications, Project Management or Broadband industry preferred. 

• Thorough understanding of marketing and launch processes for hardware and software. 

• Ability to learn/understand technical aspects of the network and solutions to deliver Small Business solutions. 

• Strong written communication and public speaking/presentation skills. 

• A natural proactive nature who approaches all situations with an empathetic and patient manner. 

• Demonstrated ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment. 

• Future Travel Expectation: Less than 25%. 

Location: 

• Remote-based position located in the United States or Canada. 

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