Success Engagement Manager
3 weeks ago
Responsibilities and Duties:
- Serve as the Customer Advocate for our customers beginning from the point of sale and extending through onboarding, services adoption, and renewals.
- Conduct onboarding, training, and demos to help customers adopt and optimize the use of Calix’s products, managed services, and Smart Solutions.
- Delivering quarterly product release webinars.
- Develop and execute strategies to increase customer retention, loyalty, and satisfaction.
- Monitor and analyze customer usage, behavior, and feedback to identify opportunities for improvement and growth.
- Identify and escalate customer issues and risks to the appropriate teams and follow up until resolution.
- Create and maintain customer success plans, reports, and documentation to track and measure customer health and value.
- Advocate for customer needs and interests internally and collaborate with cross-functional teams to deliver customer-centric solutions.
- Identify and nurture customer advocates and referrals to generate strong NPS scores and positive word-of-mouth and testimonials.
- Upsell and cross-sell additional products, services, or features that can add value to the customer.
- Work in shifts depending on customer availability.
Qualifications:
- Bachelor's degree in technology, business, marketing, communication, or a related field.
- At least 5 years of experience in customer success, account management in a SaaS or cloud technology company.
- Background working in the communication sector or with Broadband Service providers will be an advantage, prior experience of working with Calix products will be helpful.
- Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with customers and stakeholders.
- Strong analytical, problem-solving, and decision-making skills, with the ability to use data and metrics to drive customer outcomes and actions.
- Proficient in using customer relationship management (CRM) software, such as Salesforce, HubSpot, or Zendesk, and other tools, such as Google Workspace, Microsoft Office, or Slack.
- Passionate about customer satisfaction and success, with a proactive and customer-centric mindset.
- Flexible and adaptable to changing customer needs and expectations, as well as market and industry trends.
- Team player and collaborator, with the ability to work effectively with diverse and cross-functional teams.
- Program management skills, with the ability to plan, execute, and monitor multiple projects and initiatives simultaneously.
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