Success Engagement Manager: SmartTown

This is a remote position that could be based anywhere in the Central or Western United States or Canada.

Calix SmartTown helps service providers unite on-the-go communities of people with a private, secure, and safe Wi-Fi experience that drives customer loyalty, community engagement, and new business opportunities for service providers and their customers. We are looking for a hands-on and experienced Success Engagement Manager to work directly with our BSP's to drive Calix growth in Wi-Fi solutions outside the home. In order to help BSP's win and grow faster, we’ve created a Success Team to support our BSPs and their interactions with their customers, subscribers, or members.

Calix is looking for a Success Engagement Manager to drive adoption of Calix SmartTown 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 Engagement Manager will be responsible for creating all customer enablement programs, content and delivery. The Engagement Manager will engage with customers and their success managers post-sales, helping take them from the initial sign-up to the launch, adoption, and optimization of SmartTown solutions and use cases. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer.

Job Description

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 successfully deploy use cases for SmartTown to support business goals.
• Create, maintain, and evolve comprehensive enablement programs for BSP’s to leverage as they go to market with SmartTown Wi-Fi.
• Develop enablement content including success roadmaps, enablement guides, knowledge articles, videos and BSP employee training materials.
• Lead SmartTown go to market planning efforts with BSPs.
• Collaborate with Marketing to develop compelling Market. Activation content for BSP’s to utilize in their go to market efforts.
• Work with sales teams and success managers to assist customers beginning from the point of sale and extending through onboarding, launch and adoption.
• Gather product feedback for continuous product enhancements and improved user experience and help customers plan to maximize their benefit with new feature releases.
• Effectively communicate, validate, and propagate self-service and digital assets for customers.
• Participate in broader support of the Calix Community through authoring Best Practice articles and collaborating with Marketing to create compelling Customer Case Studies.
• Consistently drive customer's success with our SmartTown 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 both B2B and B2B2C marketing preferred.
• Experience in SaaS, Telecommunications or commercial Wi-Fi 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 Wi-Fi.
• Strong written communication and public speaking/presentation skills
• Working knowledge of excel.
• Demonstrated ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
• Proactive nature, approaching all situations with an empathetic and patient manner.
• Future Travel Expectation: Less than 25%.
  
  
  

Location:

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

Compensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.

For more information on our benefits click here.

There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.

San Francisco Bay Area Only

117,300.00 - 176,000.00 USD Annual

National Major Cities Plus, CA, CO, NY Metro Area

102,000.00 - 153,000.00 USD Annual

Regional Plus NY

91,800.00 - 137,700.00 USD Annual