Success Engagement Manager- SmartMDU

This is a remote position that could be based anywhere in the United States or Canada. Please note that as part of the recruitment and hiring process, there is an in-person meeting that will take place.
 

SmartMDU on the Calix Broadband Platform transforms the managed Wi-Fi experience in multi-dwelling units (MDUs), improving resident experience, boosting property manager efficiency, and helping service providers expand their residential markets. We are looking for a hands-on and experienced Success Engagement Manager to work directly with Managed Service Providers (MSPs) and Communication Service Providers (CSPs) to drive Calix growth in the MDU market.  

Responsibilities and Duties:  

• 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 SmartMDU 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 SmartMDU. 
• 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 SmartMDU 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 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.  
• Travel Expectations: Less than 25%. Must have a valid driver's license. 

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