United Kingdom onlyThe Calix Success Team seeks an innovative Regional Success Leader. This position will report to the AVP of Success and will be responsible for delivering value and driving growth for Calix’s Success customers in the UK and select international markets. 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. In addition, you will also serve as the Account Success Lead for key strategic accounts where you will manage the end-to-end customer lifecycle in partnership with the Sales Managers. Success in this role requires a deep understanding of Calix products, experience directly or indirectly leading a team, 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.
Deliver on Portfolio-based, clearly defined success metrics to improve customer loyalty, increase retention, and promote growth.
Strengthen the customer's relationship with Calix through recurring executive touchpoints, including Quarterly Business Reviews.
Deliver Quarterly Territory Reviews to senior leadership, highlighting Success impact, Success Stories and clear action plans within the Region.
Partner with Sales and Business Insights Services to ensure a Business Value-led approach to Customer Success.
Monitor and manage customer risk within your portfolio and ensure a timely "Path to Green" resolution for all Risk Assessment Account Escalations.
Build and develop a great team environment by inspiring people to do the best work of their careers and achieve their goals, providing training, and development opportunities.
Create a culture of professional and personal growth and establish a new foundational standard for account-based Customer Success for strategic customers.
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."
Utilize the full suite of technology to oversee progress on key customer satisfaction, retention, revenue, and referrals.
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 achieving 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 the ability to foster strong working relationships throughout the organization.
Future Travel Expectation: Approximately 40%
