Success Account Director

01 Calix North America - Remote, OR

Full-time - Senior

Remote - Remote, OR

About the position

The Success Account Director at Calix is responsible for leading the success strategy and execution for enterprise-level Communication Service Provider (CSP) accounts. This role involves managing the end-to-end customer lifecycle, collaborating with various teams to ensure successful program delivery, and acting as a thought leader in the industry. The position requires a strong focus on customer relationships, operational excellence, and continuous improvement initiatives to enhance customer experience and drive business growth.

Responsibilities

• Champion the program vision from sales to post-production in collaboration with Calix Sales, Success, and Product Line Leadership Teams.
• Be responsible for Success strategy, planning, and execution in partnership with Sales Leadership.
• 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.
• Advocate for the CSP Evolutionary Journey through customer visits, local events, and ConneXions.
• Identify industry trends and macro-challenges, providing recommendations to Sales and customers.
• Develop deep, collaborative relationships with Sales, Marketing, Product, and Support teams.
• Deliver system-wide program oversight and manage delivery timelines and escalations.
• Lead the development of risk mitigation plans to resolve issues impacting customer experience.
• Provide tactical management support for key initiatives and projects.
• Act as the primary point of contact to the Calix Executive Team & Sponsors for operational updates and communications.
• Communicate regularly with stakeholders to discuss program status and solicit feedback.
• Identify and implement continuous improvement initiatives to create a culture of operational excellence.
• Support change management efforts related to strategic initiatives.
• Lead process and system discovery, conducting gap analysis with various functional leaders.
• Define, measure, and monitor key performance indicators (KPIs) and return on investment (ROI) of program initiatives.
• Stay current on industry trends and educate customers on leveraging Calix product features.
• Strengthen customer relationships through recurring executive touchpoints.
• Ensure timely resolution for all Risk Assessment Account Escalations.
• Utilize technology tools to oversee progress on key customer metrics.

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 knowledge in network architecture in telecommunications.
• Minimum 5 years' experience developing processes and driving adherence in emerging business environments.
• Strong track record of consistently meeting or overachieving business and strategic objectives.
• Proven ability to create, communicate, and collaborate across the organization.
• Strong interpersonal, written, public speaking, and facilitating skills.
• Ability to work effectively across multiple audiences and levels within organizations.
• Demonstrated leadership experience working with teams across all aspects of the sales pursuit.

Benefits

• Competitive salary based on geographical location.
• Comprehensive health insurance coverage.
• 401(k) retirement savings plan with company matching contributions.
• Flexible work hours and remote work options.
• Professional development opportunities and training programs.