We are looking for Customer Success Specialists who are passionate about helping our customers get the desired outcomes for their business and value out of their investments in our Calix products by providing right interventions at the right time. Customer Success Specialists are our customers trusted advisors and also their advocates working with multiple stakeholders within Calix for their Success.
Responsibilities and Duties:
Serve as the Customer Advocate for our customers beginning from the point of sale and extending through onboarding, services adoption, and renewals.
Conduct onboarding, training, and demos to help customers adopt and optimize the use of Calixs products, managed services, and Smart Solutions.
Delivering quarterly product release webinars.
Develop and execute strategies to increase customer retention, loyalty, and satisfaction.
Monitor and analyze customer usage, behavior, and feedback to identify opportunities for improvement and growth.
Communicate regularly with customers via email, phone, video meetings to provide product updates, best practices, and solutions to their challenges.
Identify and escalate customer issues and risks to the appropriate teams and follow up until resolution.
Create and maintain customer success plans, reports, and documentation to track and measure customer health and value.
Advocate for customer needs and interests internally and collaborate with cross-functional teams to deliver customer-centric solutions.
Identify and nurture customer advocates and referrals to generate strong NPS scores and positive word-of-mouth and testimonials.
Upsell and cross-sell additional products, services, or features that can add value to the customer.
Assist in developing processes to deliver Success @ Scale for our broad base of customers.
Work in shifts depending on customer availability.
Qualifications:
Bachelor's degree in technology, business, marketing, communication, or a related field.
At least 5 years of experience in customer success, account management in a SaaS or cloud technology company.
Background working in the communication sector or with Broadband Service providers will be an advantage, prior experience of working with Calix products will be helpful.
Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with customers and stakeholders.
Strong analytical, problem-solving, and decision-making skills, with the ability to use data and metrics to drive customer outcomes and actions.
Proficient in using customer relationship management (CRM) software, such as Salesforce, HubSpot, or Zendesk, and other tools, such as Google Workspace, Microsoft Office, or Slack.
Passionate about customer satisfaction and success, with a proactive and customer-centric mindset.
Flexible and adaptable to changing customer needs and expectations, as well as market and industry trends.
Team player and collaborator, with the ability to work effectively with diverse and cross-functional teams.
Program management skills, with the ability to plan, execute, and monitor multiple projects and initiatives simultaneously.
