This is a remote position that could be based anywhere in the Central or Western United States or Canada.Calix SmartTown helps service providers unite on-the-go communities of people with a private, secure, and safe Wi-Fi experience that drives customer loyalty and new business opportunities for service providers and their customers. We are looking for a hands-on and experienced Customer Success Specialist to work directly with our Broadband Service Providers to drive Calix growth in Wi-Fi solutions outside the home. In order to help BSPs win and grow faster, we’ve created a Customer Success Team to support our BSPs and their interactions with their customers, subscribers, or members.Calix is looking for a Customer Success Specialist to drive adoption of the Calix SmartTown 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 Specialist will be responsible for creating all customer enablement programs, content and delivery. The Specialist will engage with customers and their success managers post-sales, helping take them from the initial sign-up to the launch, adoption, and optimization of SmartTown 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 test use cases for SmartTown Wi-Fi.Create, maintain, and evolve comprehensive enablement programs for BSP’s to leverage as they go to market with SmartTown Wi-Fi.Collaborate with Marketing to develop compelling Market Activation content for BSP’s to utilize in their go to market efforts.Work with sales and cloud success managers to assist customers beginning from the point of sale and extending through onboarding, launch and adoption. Gather product feedback for continuous product enhancement and customer value and help customers plan to maximize their benefit with new feature releases.Effectively communicate, validate, and propagate self-service assets for customers.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.Consistently drive customers to success with our SmartTown Wi-Fi 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 functionsExperience 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.A natural proactive nature who approaches all situations with an empathetic and patient manner.Demonstrated ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.Future Travel Expectation: Less than 25%.Location:Remote-based position located in the central or western United States or Canada.#LI-Remote
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