Success Engagement Manager: SmartMDU

Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.
SmartMDU on the Calix Broadband Platform transforms the managed Wi-Fi experience in multi-dwelling units, improving resident experience, boosting property manager efficiency, and helping service providers expand their residential markets. We are looking for a hands-on and experienced Success Engagement Manager to work directly with Broadband Service Providers (BSPs) to drive Calix growth in the MDU market.
The Success Engagement Manager will drive adoption of Calix SmartMDU 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 customer enablement programs, content and delivery. The Engagement Manager will engage with customers post-sales, helping guide them from the initial sign-up to the launch, adoption, and optimization of SmartMDU solutions and use cases. 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 successfully deploy use cases for SmartMDU.

• Project manage the new product launch process for the customer, from point of sale, through onboarding, launch and adoption.

• Create, maintain and evolve comprehensive enablement programs for BSPs to leverage as they go to market with SmartMDU.

• Develop enablement content including success roadmaps, enablement guides, knowledge articles, videos and BSP employee training materials.

• Lead SmartMDU go to market planning efforts with BSPs.

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

• 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 SmartMDU 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 the MDU market required.

• 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%

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