Principal Success Account Manager

01 Calix North America - Remote, OR

Full-time - Senior

Remote, OR

About the position

The Principal Success Account Manager (SAM) at Calix is responsible for driving the adoption of Calix Cloud and Managed services among Communication Service Providers (CSPs). This role involves managing a portfolio of CSP customers, ensuring they receive the necessary support and resources to optimize their use of Calix solutions. The SAM acts as a trusted advisor, guiding customers from initial sign-up through to successful implementation and ongoing success, while fostering strong relationships with key stakeholders.

Responsibilities

• Serve as the trusted advisor for key customers, beginning from the point of sale and extending through onboarding, ongoing success, and renewal.
• Partner with customers' key stakeholders to understand their goals, assess their capabilities, and provide recommendations to help them accelerate achievement of their business objectives.
• Develop deep knowledge of the customer's people, processes, and priorities across Revenue Edge and Cloud applications to unify their Calix experience.
• Provide consultative guidance to ensure business processes are modified to achieve business objectives.
• Maintain a comprehensive view of customer's Calix Cloud and Revenue EDGE investments and coordinate subject matter expertise across the Customer Success Team to support the customer needs.
• Demonstrate hands-on Calix Cloud and Revenue EDGE product knowledge by applying platform features and functions to customer business priorities and roadmap.
• Produce and execute a comprehensive Success Plan showing the current state, goals and objectives, timeline, and an underlying enablement Plan.
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan.
• Deliver business value and innovation to a customer's business by understanding their key business challenges and potential for growth.
• Build and foster executive-level relationships with the customer's marketing, support, network operations, and business executive leadership, and decision makers to solidify our partnership and commitment.
• Work collaboratively with the account team and Calix executives, networking within accounts from the Executive-Level down, to help customers achieve organization alignment and their objectives.
• When appropriate, recommend additional Calix services needed to drive success.
• Proactively communicate technical product changes, updates, outages, and other relevant updates.
• Partner with Product development to create new features, fixes, and end-user requests to develop and advance functionality of Calix Cloud.
• Work cross-functionally across all departments to ensure a seamless customer experience.

Requirements

• 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.
• 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 and German or French) strongly preferred.

Nice-to-haves

• Experience in the SaaS and Telecommunications industry.

Benefits

• Competitive salary based on geographical location.
• Comprehensive health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid time off and holidays.
• Opportunities for professional development and continuous learning.