Success Account Director - East and Central Region

Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.

This is a remote position that could be based anywhere in the United States or Canada.

Calix cloud and software platforms enable Broadband Service Providers (BSPs) of all sizes to transform their business. Our BSP customers are empowered to utilize real-time data and insights from platforms to simplify their businesses and deliver innovative experiences for their subscribers. This enables BSPs to grow their businesses through increased subscriber acquisition, loyalty and revenue, thereby increasing the value of their businesses and contributions to their communities. This is the mission; to enable BSPs of all sizes to simplify, innovate and grow.

The broadband industry is currently on an evolutionary journey and doing so at a rapid pace. We too are evolving to meet the exciting market demand. Our culture has won awards for executive leadership and employee diversity, and received top ratings from our engineering, sales, and product design teams. We are also a top-ranked company on Glassdoor. The Success Team seeks an innovative Success Account Director. This position will report to the AVP of Customer Success. The Success Account Director will serve as the Account Success Leader for enterprise-level Broadband Service Provider (BSP) accounts. You will manage the end-to-end customer lifecycle in partnership with the Sales Manager. You will align with the account team and the customer to identify organizational goals and priorities. Specific responsibilities and duties are as follows:

Responsibilities and Duties:

In this role, you will:

• Champion the program vision from sales to post-production in collaboration with Sales, Success, and Product Line Leadership Teams.
• As Account Success Lead, you will be responsible for Success strategy, planning and execution in partnership with Sales Leadership.
• Work with Sales Leadership to ensure Success programs are fully executed against joint Success Account Plans.
• Co-deliver Quarterly Success Reviews to senior leadership, highlighting Success impact and Success Stories for assigned BSPs
• Be a vocal thought leader within the industry, utilizing customer visits, local events and ConneXions to advocate for the BSP Evolutionary Journey.
• Identify industry-trends, macro-challenges, and proactively provide recommendations to Sales and customers.
• Partner with Sales and Business Insights Services to ensure a value-based approach to Customer Success.
• Develop deep, collaborative, cross-departmental relationships with Sales, Marketing, Product, and Support, to drive progress along the BSP Evolutionary Journey.
• Ensure proper alignment to achieve the overall strategy while delivering optimal tactical outcomes.
• Deliver system wide program oversight and delivery timelines and escalations.
• Lead the development and oversight of risk mitigation plans to resolve issues impacting or potentially impacting customer experience.
• Provide tactical management support for key initiatives to plan, track, and manage progress on identified strategic initiatives and projects.
• Act as the primary point of contact to the Executive Team & Sponsors and be responsible for operational updates and communications.
• Communicate regularly with stakeholders to discuss program status and goals and solicit feedback and suggestions.
• Identify and implement continuous improvement initiatives, methods, and frameworks to create a culture of operational excellence within the organization.
• Support change management efforts related to strategic initiatives to ensure sustained achievement of desired outcomes.
• Lead process and system discovery, conducts gap analysis, and partner with sales team leader, sales leads, success leads, product leads, and other functional leaders on overall business strategy.
• Define, measure, and monitor key performance indicators (KPIs) and return on investment (ROI) of program initiatives.
• Stay current on industry trends and educate the customer on leveraging product features and best practices to meet their needs.
• Strengthen the customer’s relationship through recurring executive touchpoints.
• Ensure a timely path to green resolution for all Risk Assessment Account Escalations.
• Utilize the full suite of technology (Salesforce, Totango, Microsoft etc.) to oversee progress on key customer metrics: satisfaction, retention, revenue, and referrals.

Qualifications:

• Minimum 10 years’ experience leading the tactical execution of large strategic programs for enterprise-level Broadband Service Providers.
• Minimum 10 years’ proven leadership experience in technical services solution delivery with strong conversant knowledge in network architecture in the telecommunications space.
• Minimum 5 years’ experience developing process and driving adherence in emerging business environments.
• Strong track record of consistently meeting or overachieving business and strategic objectives.
• Proven ability to reach across the organization and effectively create, communicate and collaborate.
• Strong interpersonal, written, public speaking, and facilitating skills
• Strong ability to work effectively across multiple audiences and levels within both internal and external organizations with a focused approach to influencing decision makers.
• Demonstrated leadership experience working with teams across all aspects of the sales pursuit.
• Up to 30% travel.