Principal Success Account Manager - East and Central Region

• 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 managed service 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 managed service investments and coordinate subject matter expertise across the Customer Success Team to support the customer needs.  

• Demonstrate hands-on Calix Cloud and managed service 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.  

Qualifications:  

• Experienced professional with SaaS and Telecommunications industry experience. 

• 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 and German or French) strongly preferred. 

• Up to 40% travel is required.  

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