Success Account Director

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Calix

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GPON VDSL2 ADSL2+ Metro-Ethernet VoIP IPTV FTTH MSAP MSAN H.248 GR-303 10GE

1001 - 5000

💰 $50M Venture Round on 2009-08

Description

• Champion the program vision from sales to post-production in collaboration with Calix 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 CSPs. • Be a vocal thought leader within the industry, utilizing customer visits, local events and ConneXions to advocate for the CSP 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 CSP 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 Calix 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 Calix product features and best practices to meet their needs. • Strengthen the customer’s relationship with Calix 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.

Requirements

• Minimum 10 years’ experience leading the tactical execution of large strategic programs for enterprise-level Communications 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.