Senior Manager, Customer Success Specialist

Calix is looking for an outstanding, results-driven leader to join our team. As the Senior Manager, Customer Success Specialist, you will be responsible for leading a team of regionally based Success Specialists focused on driving adoption of our SmartTown and SmartBiz Managed Services. As a leader, you will drive the development and upkeep of all enablement, drive time to market and adoption of managed services, develop the expertise of your team, coach them to collaborate, gather insights and identify ways to develop and improve best practices around each managed service to ultimately provide extraordinary experiences for their subscribers (B2B2B and B2B2C). You will work cross-functionally with sales, product development, marketing, professional services, technical assistance center (TAC), product serviceability and operations to create enablement programs that enable Broadband Service Providers (BSP’s) to deploy, launch and ramp new managed services quickly and easily to drive immediate value and experiences for their subscribers.

Responsibilities and Duties:
Train, mentor, and manage a high-performing team of regionally aligned specialists 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 managed services, and business outcomes.

Coach your team to deliver outstanding enablement and to collaborate with Customer Success Managers assigned to each account to deliver experiences that increase retention of accounts, resulting in full adoption, and renewal of Calix Managed services, while guiding BSPs as they bring these services to market.

Align to key customer executives and stakeholders to ensure we have buy-in on the strategic vision and are executing effectively against it.

Maintain deep understanding of the full Calix Revenue EDGE platform.

Build best practices to facilitate BSP's ability to achieve managed services objectives and goals identified through the sales process.

Collaborate with cross-functional Calix teams to constantly evolve enablement to reflect best practices.

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 managed services across Customer Success leadership team.

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 managed services.

Continue to ideate and create opportunities that help our BSPs accelerate their success journey to ‘own the subscriber experience’ through value added managed services.

Qualifications:
12+ years overall experience including 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.

Experience in bringing new products or services to market.

Experience in both B2B, B2B2B and B2B2C marketing preferred.

Experience in the Telecommunications industry preferred.

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 adapting to the needs of SMB to Enterprise-level customers.

Experience bringing new products or features to BSPs and enabling their teams quickly.

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.

Travel Expectations: 25%

Location:
This is a remote-based position located in North America.

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