Paola Utterback Senior Success Engagement Manager - Service and Support at

Senior Success Engagement Manager - Service and Support

Calix

May 2024 - Current (2 years 6 months)

Serve as a subject matter expert on Calix Service Cloud and the broader support and services ecosystem, guiding broadband service providers in adopting key tools and aligning platform capabilities with their business goals. I lead strategic initiatives that have improved operational efficiency by 20% and consistently delivered 90%+ customer satisfaction. I developed and implemented the BSP Assessment framework, enabling standardized, insight-driven customer success evaluations. My role also involves close collaboration with cross-functional teams to ensure customer feedback drives meaningful product and process improvements.

Senior Customer Success Manager

Calix

Jul 2023 - May 2024 (11 months)

Responsible for driving adoption and customer success by bringing the best practices, ideas, innovations, and capabilities of the Calix Cloud to a defined set of customers. Increase adoption, provide industry and application best practices, and give personalized recommendations to ensure your customers maximize value from their investment in Calix Cloud.

Customer Success Manager

Calix

Apr 2021 - Jul 2023 (2 years 4 months)

Served around 50 service providers in the US West and Latam and Help identify the best strategies for ROI out of Calix Support Cloud
Ensured customers make the most of their investment by adopting new features.
Strategized around process evolution and explore creative alternatives for optimization.
Designed Customer Success BSP Assessment Framework to guide the transformation of the Success team's engagements with customers. Successfully guided a team of 6 Customer Success Managers through the pilot of this program.
Designed and executed Ad-hoc sessions to facilitate internal and external value conversations for the service provider's customer-facing teams.
Designed new CSM onboarding documentation and internal p

Customer Success Specialist

Autodesk

Jul 2018 - Apr 2021 (2 years 10 months)

Ensure that customers derive maximum value from their current investment in Autodesk Solutions, continuously take full advantage of their licenses, identifying new opportunities, facilitating renewal conversations, and collaborating with other teams (both internal and external) to ensure growth attainment
Achieve a wide-ranging understanding of typical business challenges faced by customers within the AEC industry and common objectives to appropriately map Autodesk solutions and associated business benefits to address their needs.
Analyze customer usage data, health indicators, renewal dates, and growth opportunities and
translate those into strategies for success.

S

Bilingual Senior Sales Representative

Service Source International

Apr 2016 - Jul 2018 (2 years 4 months)

Consistently attained 80% or more of aggressive quotas for a very complex territory; with over 1400 open opportunities per quarter; handled by 240 resellers in the 20 countries across the continent; this position entailed the use of three different languages and understanding of the political/economic variables that could impact the success of the vertical.

Achieved a thorough knowledge of the problems that impact resolution in the renewals and enabled an increase of 70% in In Quarter Renewals rate.

Improved communications with Commercial partners, Account Management and Internal clients.

Introduced a streamlined approach for the renewal process specific for Latam that helped the efforts to keep the CRM rec

Bilingual Inside sales Representative

ServiceSource

Nov 2014 - Apr 2016 (1 year 6 months)

Juniper Networks and Pulse Secure renewals specialist
Responsible for quotas 2.5 Million and more per quarter
Managed the volume space for renewal contracts for Latin America and Florida (2014-2015)- Mission Critical TOLA (2015-2016), that represents a high volume of transactions and a very complex territory.
Developed excellent relationships with Resellers, distributors and client's managers.
Proficient using CRM software

Junior Account Executive.

Datos Group

Nov 2008 - May 2009 (7 months)

Served the First Telecommunications company of the country and Multinational Consumer Goods Corporation, learning a great deal about both industries and their different product lines.
Partnered with account executives and relevant stakeholders, gathering their wants and needs in order to strategically suggest research solutions and studies aligned with business objectives.
Identified products that would effectively address the client’s needs and presented the solutions to the client for discussion.
Coordinated with and Oversaw In House and Third Party suppliers supporting our research projects (field, call center, data analysis department, qualitative specialists)
Conducted and managed project quality assurance of all th

Media Research Executive

MEC

Jan 2008 - Jun 2008 (6 months)

Supported the agency´s planning department with structured reports of insights about media uses, consumer behavior and target that guided the media planners decisions
Managed data of syndicated studies in Media, Consumer and Product Research and prepared customized results per Client/Industry that would allow the planners to make informed decisions about the media investment.
Designed and developed instruments to collect consumer information via online when syndicated information was not available.
Explored a variety of, traditional and non-traditional, sources of media, market and consumer data for a better understanding and its application to media planning.
Ensured I reached a strong understanding of the media plannin

Media Research Executive (Internship)

Mindshare

Sep 2007 - Jan 2008 (5 months)

Performed same functions as in Mediaedge, after the internship was completed I was hired by Mediaedge, sister company of GROUPM Venezuela.

Supported the agency´s planning department with structured reports of insights about media uses, consumer behavior and target that guided the media planners decisions
Managed data of syndicated studies in Media, Consumer and Product Research and prepared customized results per Client/Industry that would allow the planners to make informed decisions about the media investment.
Designed and developed instruments to collect consumer information via online when syndicated information was not available.
Explored a variety of, traditional and non-traditional, sources of media, market

Paola Utterback

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Paola Utterback

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