The Senior Success Account Manager (SAM) is a strategic leader responsible for orchestrating account strategy, driving adoption of the Calix Support Cloud, and guiding customers through their transformation journey. The SAM serves as the executive advocate for each customer, accelerating solution expansion and ensuring long-term value realization in a matrixed, cross-functional environment.
Responsibilities:
Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.
Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.
Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.
Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.
Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups.”
Establish relationships with key customer stakeholders to drive further product adoption.
Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model.
Partner with sales teams to create a strategic account plan from sales, adoption, expansion, and renewal.
Work cross functionally with consulting services and sales to ensure seamless onboarding.
Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.
Qualifications:
Experienced professional with SaaS and Telecommunications industry experience.
8-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
Ability to quickly grasp and distinctly explain technological and business concepts.
Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing.
Experience in delivering software solutions and strategic best practices.
Excited about driving and tracking consistent engagements with all customers in your portfolio.
Strong empathy for customers AND a passion for revenue and growth.
Deep understanding of value drivers in recurring business models.
Demonstrated desire for continuous learning and improvement.
Bilingual (English, Spanish, German or French) strongly preferred.
Location and Travel:
Remote based position, with preference to live in territory. Territory is Oklahoma and Arkansas.
Up to 40% travel required. Must have a valid Driver's license.
The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.
San Francisco Bay Area:
148,400 - 223,100 USD AnnualSelect US Metros and States:
129,000 - 194,000 USD AnnualOther US Locations:
116,100 - 174,600 USD AnnualAs a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
Top Skills
What We Do
Innovative communications service providers rely on Calix platforms to help them master and monetize the complex infrastructure between their subscribers and the cloud. Calix is the leading global provider of the cloud and software platforms, systems, and services required to deliver the unified access network and smart premises of tomorrow. Our platforms and services help our customers build next generation networks by embracing a DevOps operating model, optimize the subscriber experience by leveraging big data analytics, and turn the complexity of the smart home and business into new revenue streams.
