Success Engagement Manager

Role Overview

• 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 MSPs and CSPs to leverage as they go to market with SmartMDU.
• Develop enablement content including success roadmaps, enablement guides, knowledge articles, videos, employee and property manager training materials.
• Lead Smart MDU go to market planning efforts with MSPs and CSPs.
• Partner with Product, Marketing, Services, Success, and Sales teams to help create compelling multi-dimensional solutions that deliver exceptional value to Managed Service Providers (MSPs) and Communication Service Providers (CSPs).
• In conjunction with the above, help develop and successfully deploy use cases for Smart MDU.
• Collaborate with Marketing to develop compelling Market Activation content for MSPs and CSPs 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 customers’ success with our Smart MDU Solutions.

Requirements

• 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 consulting, project management or account management functions.
• Experience in the MDU market required.
• Experience with Managed Service Providers required.
• Experience in both B2B and B2B2C marketing preferred.
• Experience developing enablement content and developing and delivering training preferred.
• Project management experience 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.
• 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.
• Working knowledge of Microsoft Office.
• Must have a valid driver's license.

Benefits

• As a part of the total compensation package, this role may be eligible for a bonus.