Success Engagement Manager- SmartMDU

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The Calix platform enables Communication Service Providers (CSPs) and Managed Service Providers (MSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs and MSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs and MSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve. <br><br>We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><div><div><p><span><span>This is a remote position that could be based anywhere in the<span> </span></span><span>United<span> </span></span><span>States or Canada. </span>Please note that as part of the recruitment and hiring process, there is an in-person meeting that will take place</span><i>. </i><br><span> </span></p></div><div><p><span><span>SmartMDU on the Calix Broadband Platform transforms the managed Wi-Fi experience<span> </span></span><span>in</span><span><span> </span>multi-dwelling units</span><span><span> </span>(MDUs)</span><span>, improving resident experience, boosting property manager efficiency, and helping service providers expand their residential markets</span><span>.<span> </span></span><span>We are looking for a hands-on and experienced<span> </span></span><span>Success Engagement Manager</span><span><span> </span>to work directly with<span> </span></span><span>Managed Service Providers (MSPs) and Communication Service Providers (CSPs)<span> </span></span><span>to drive Calix growth in<span> </span></span><span>the MDU market</span><span>. </span></span><span> </span></p><p></p><p><b><span>Responsibilities and Duties: </span></b><span> </span></p></div><div><ul><li><span><span>Project<span> </span></span><span>manage</span><span><span> </span>the new product launch process for the customer, from point of sale, through onboarding,<span> </span></span><span>launch</span><span><span> </span>and adoption.</span></span><span> </span></li><li><span>C</span><span><span>reate,<span> </span></span><span>maintain</span><span><span> </span>and evolve comprehensive enablement programs for<span> </span></span><span>MSPs and C</span><span>SPs to<span> </span></span><span>leverage</span><span><span> </span>as they go to market with SmartMDU. </span></span><span> </span></li><li><span><span>Develop enablement content including success roadmaps, enablement guides, knowledge articles, videos</span><span>,<span> </span></span><span>employee</span><span><span> </span></span><span>and property manager<span> </span></span><span>training materials</span><span>.</span></span><span> </span></li><li><span><span>Lead Smart</span><span>MDU</span><span><span> </span></span><span>go</span><span><span> </span>to market planning efforts with<span> </span></span><span>MSPs and C</span><span>SPs</span><span>.</span></span><span> </span></li><li><span><span>Partner with<span> </span></span><span>Product, Marketing</span><span>, Services, Success, and Sales teams to<span> </span></span><span>help<span> </span></span><span>create compelling multi-dimensional solutions that deliver exceptional value to<span> </span></span><span>Managed Service Providers (MSPs) and Communication</span><span><span> </span></span><span>S</span><span>ervice<span> </span></span><span>P</span><span>roviders</span><span><span> </span></span><span>(CSPs). </span></span><span> </span></li><li><span><span>In conjunction with the above, h</span><span>elp<span> </span></span><span>develop and<span> </span></span><span>successfully deploy<span> </span></span><span>use cases for Smart</span><span>MDU</span><span>.</span></span><span> </span></li><li><span><span>Collaborate with Marketing to develop<span> </span></span><span>compelling Market Activation content for<span> </span></span><span>MSPs and C</span><span>SPs to<span> </span></span><span>utilize</span><span><span> </span>in their<span> </span></span><span>go to</span><span><span> </span>market efforts. </span></span><span> </span></li><li><span><span>Gather product feedback for continuous product enhancement</span><span>s</span><span><span> </span>and<span> </span></span><span>improved<span> </span></span><span>user experience<span> </span></span><span>and help customers plan to maximize their benefit with new feature releases</span><span>.</span></span><span> </span></li><li><span><span>Effectively communicate,<span> </span></span><span>validate</span><span>, and propagate self-service<span> </span></span><span>and digital<span> </span></span><span>assets for customers</span><span>.</span></span><span> </span></li><li><span><span>Participate in broader support of the<span> </span></span><span>Calix<span> </span></span><span>Community through authoring<span> </span></span><span>b</span><span>est<span> </span></span><span>p</span><span>ractice articles and</span><span><span> </span></span><span>collaborating with Marketing to create compelling<span> </span></span><span>c</span><span>ustomer<span> </span></span><span>c</span><span>ase<span> </span></span><span>s</span><span>tudies</span><span>.</span><span> </span></span><span> </span></li><li><span><span>Consistently drive<span> </span></span><span>customers’</span><span><span> </span>success with our Smart</span><span>MDU</span><span><span> </span>Solutions</span><span>.</span></span><span> </span></li></ul></div></div><div><div><p><span> </span></p></div><div><p><span> </span><b><span><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">Qualifications: </span></span></b><span> </span></p></div><div><ul><li><span><span>8</span><span>+ years’ experience in<span> </span></span><span>relevant solution/product<span> </span></span><span>management,<span> </span></span><span>marketing</span><span><span> </span>or success</span><span>.</span></span><span> </span></li><li><span><span>1-3+ years of direct customer advocacy and engagement experience in<span> </span></span><span>customer success,<span> </span></span><span>professional services </span><span>consulting,<span> </span></span><span>project<span> </span></span><span>management</span><span><span> </span>or account management functions</span><span>.</span></span><span> </span></li><li><span><span>Experience<span> </span></span><span>in the MDU<span> </span></span><span>market<span> </span></span><span>required</span><span>.</span></span><span> </span></li><li><span><span>Experience<span> </span></span><span>with</span><span><span> </span>Managed Service Provider</span><span>s<span> </span></span><span>required</span><span>. </span></span><span> </span></li><li><span><span>Experience in both B2B and B2B2C marketing preferred</span><span>.</span></span><span> </span></li><li><span><span>Experience developing enablement content and developing and delivering training preferred.</span></span><span> </span></li><li><span><span>Project management experience preferred. </span></span></li><li><span><span>Experience<span> </span></span><span>in</span><span><span> </span>SaaS</span><span>,<span> </span></span><span>Telecommunications</span><span><span> </span></span><span>or commercial Wi-Fi<span> </span></span><span>industry preferred</span><span>.</span></span><span> </span></li><li><span><span>Thorough understanding of marketing and launch processes for hardware and software</span><span>.</span></span><span> </span></li><li><span><span>Ability to learn/understand technical aspects of the network and solutions to deliver Wi-Fi</span><span>.</span></span><span> </span></li><li><span><span>Strong written communication and public <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">speaking/presentation</span> skills</span><span>.</span></span><span> </span></li><li><span><span>Demonstrated ability to think strategically, execute tactically while providing consistent and<span> </span></span><span>high levels</span><span><span> </span>of customer satisfaction and retention in a fast-paced environment</span><span>.</span><span> </span></span><span> </span></li><li><span><span>P</span><span>roactive</span><span><span> </span>nature</span><span>,<span> </span></span><span>approach</span><span>ing</span><span><span> </span>all situations with an empathetic and patient manner</span><span>.</span></span><span> </span></li><li><span><span>Working knowledge of<span> </span></span><span>Microsoft Office</span><span>. </span></span><span> </span></li><li><span><span>Travel Expectations: Less than 25%. Must have a valid driver's license.</span></span><span> </span></li></ul></div><div><p></p><p><span>#LI-Remote </span></p></div></div><p style="text-align:inherit"></p><p style="text-align:left">The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.</p><p style="text-align:inherit"></p><p style="text-align:left"><b><a href="https://www.calix.com/careers/pay-zones.html" target="_blank" rel="noopener noreferrer"><span class="emphasis-3"><u>San Francisco Bay Area</u></span></a><span class="emphasis-3">:</span></b></p>126,500 - 189,800 USD Annual<p style="text-align:left"><b><a href="https://www.calix.com/careers/pay-zones.html" target="_blank" rel="noopener noreferrer"><span class="emphasis-3"><u>Select US Metros and States:</u></span></a></b></p>110,000 - 165,000 USD Annual<p style="text-align:left"><b><a href="https://www.calix.com/careers/pay-zones.html" target="_blank" rel="noopener noreferrer"><span class="emphasis-3"><u>Other US Locations</u></span></a><span class="emphasis-3">:</span></b></p>99,000 - 148,500 USD Annual<p style="text-align:inherit"></p><p style="text-align:left">As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click <a href="https://www.calix.com/careers.html#benefits" target="_blank" rel="noopener noreferrer"><span><u>here</u></span></a>.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...