full time management marketing

Job Details

This is a remote-based position in the United States or Canada with a preferred location on the East Coast.

In order to help Communications Service Providers (CSP's) win and grow faster, we’ve created a Customer Success Team. Customer Success Managers (CSMs) support our CSPs and their interactions with their customers, subscribers or members. You will help them transform their business by consulting, advising and guiding them from packaging, positioning, and pricing to designing personalized, data-driven go-to-market strategies and campaigns focused on new subscriber acquisition, up-sell and cross-sell, retention and up-take of the expanding application portfolio of Revenue Edge Suites. You’ll work closely with their business and marketing teams to make their marketing plans a reality and help them achieve key business objectives, revenue growth, improved margins and unparalleled subscriber experience and satisfaction.

Calix is looking for a Customer Success Manager to drive... adoption of the Calix Revenue Edge and Marketing Cloud. The CSM engages with customers post-sales, serving as the advocate for each customer and accelerating the time to value of their marketing efforts. The ideal candidate will be as passionate about solutions as they are about providing an exceptional experience for every customer.

Responsibilities

  • Serve as the Customer Advocate for customers beginning from the point of sale and extending through onboarding, services adoption, and renewals
  • Provide consultative guidance on marketing objectives, changes, and enhancements to customer business processes to achieve goals identified through the sales process
  • Consult with CSP customers, using their data, to help them with their go-to-market strategies and execution with their subscribers
  • Work with customers to identify key business metrics; develop a plan that addresses important business objectives and track and report on those metrics to ensure success
  • Establish trusted advisor relationships with key customer Business Decision Makers to stay aligned on business value and drive further product adoption
  • Gather product feedback for continuous product enhancement and customer value and help customers plan to maximize their benefit with new feature releases
  • Work with customers to create strategic success plans that effectively demonstrate their ROI
  • Continue to ideate and create opportunities that help our CSPs accelerate their success journey to ‘own the home’ through value added Revenue Edge applications
  • Assist in developing processes to deliver Success@Scale for the broad base of customers
  • Effectively communicate, validate, and propagate self-service assets for customers
  • Evolve ‘the consult’ to a replicable, repeatable format (especially for smaller customers) – eg. webinar format
  • Work cross functionally with consulting services and sales to ensure seamless onboarding
  • Participate in broader support of the Customer Community through authoring Best Practice articles and videos, collaborating with Marketing to create compelling Customer Case Studies and contribute to the digital Customer Community
  • Always be thinking creatively to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment

Qualifications

  • 3-5+ years’ experience in developing and executing marketing campaigns, including:
  • Ability to provide a consultative approach on marketing plan development and execution
  • A clear understanding of how ROI will be measured and analyzed for campaigns
  • Experience leveraging data to create targeted marketing campaigns
  • Involvement in bringing new products or services to market
  • 1-3+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions
  • Experience in both B2B and B2B2C marketing preferred
  • Experience leading or working for marketing teams in the SaaS or Telecommunications industry preferred
  • Experience creating go to market strategies for app adoption, smart home and/or IoT preferred
  • Natural proactive nature who approaches all situations with an empathetic and patient manner
  • Demonstrable ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
  • Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred
  • Data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Experience in developing Social Media and Community collateral to drive customer self-service programs desired

Location:

  • Remote - Eastern United States or Canada

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