The Regional Success Leader is responsible for driving the success and growth of Calix’s Premier Success customers ensuring a Business Value-led approach to Customer Success within the West Region. This role involves partnering with sales to drive business transformation, developing and implementing strategic plans, and ensuring that our customer’s and Calix’s goals and objectives are met.
As a Regional Success Leader, you'll manage a portfolio of customers and build executive-level relationships within Calix and with clients. You'll ensure customers gain maximum business value from Calix products by demonstrating measurable benefits. Success requires a deep understanding of Calix products, experience leading Success Account Managers, strong communication skills, and the ability to establish quick, meaningful relationships with decision-makers. Key metrics include product adoption, account growth, success stories, customer satisfaction, and relationship retention.
Responsibilities:
Lead Success strategy, planning and execution in partnership with Regional Sales Leadership, for a portfolio of customers.
Work with Regional Sales Leadership to ensure Success programs are fully executed against joint Success Account Plans.
Monitor and manage customer risk within your portfolio and ensure a timely "Path to Green" resolution for all Risk Assessment Account Escalations.
Partner with Sales and Business Insights Services to ensure a Business Value-led approach to Customer Success.
Deliver on Portfolio-based, clearly defined success metrics to improve customer loyalty, increase retention, and promote growth.
Build and develop a great team by inspiring them to do the best work of their careers, achieve their goals, providing training, and finding development opportunities for the team.
Deliver Quarterly Territory Reviews to senior leadership, highlighting Success impact and Success Stories within the Region.
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.
Develop deep, collaborative, cross-departmental relationships with Sales, Marketing, Product, and Support, to drive progress along the "BSP Evolutionary Journey."
Create a culture of professional and personal growth and establish a new foundational standard for account-based Customer Success for investment customers.
Identify opportunities to provide personalized success, drive revenue growth, increase operational efficiencies and reduce costs.
Sponsor Quarterly Business Reviews and drive organizational alignment and partnership with decision-makers and stakeholders
Strengthen the customers relationship with Calix though recurring executive touchpoints.
Utilize the full suite of technology to oversee progress on key customer satisfaction, retention, revenue, and referrals.
Stay updated on industry trends, best practices, and product features, and educate customers on how to leverage them.
Qualifications and Skills:
15+ years of direct consulting, customer advocacy and engagement experience with a demonstrated track record of success in a fast paced, collaborative environment
Experience in telecommunications/broadband preferred
Demonstrated ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention
Exceptional entrepreneurial, data-focused, business strategy and marketing mindset with a keen ability to effectively interface with customers at all levels and functions of organizations
Strong interpersonal, written and public speaking skills and the ability to work effectively across multiple audiences and levels within both internal and external organizations
Extensive experience working in cross-functional teams, building consensus and achievement of a shared vision, affecting change
Excellent project management skills and strong attention to detail
Proactive nature, approaching all situations with an empathetic and patient manner
Experience working in a geographically distributed team with ability to foster strong working relationship throughout the organization
Future Travel Expectation: Approximately 35%
#LI-Remote
Compensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.
For more information on our benefits click here.
There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.
San Francisco Bay Area Only:
177,100.00 - 265,700.00 USD Annual
National Major Cities plus, CA, CO, NY Metro area:
154,000.00 - 231,000.00 USD Annual
Regional plus NY:
138,600.00 - 207,900.00 USD Annual
