Director, Strategic Support Services

This is a remote position that could be based anywhere in the United States or Canada. Calix is looking for a passionate, experienced and highly motivated leader as the Director of Strategic Support Services. You will play a critical role leading Service Delivery Managers who are responsible for proactively engaging with strategic accounts to build partnerships and ensure services delivery is executed at a world class level. You will be responsible to provide account leadership as a partner with sales leaders so that strategic customers are always fully aware and aligned with any Calix platform. This role will also lead our resident engineer program, senior level engineers responsible for driving visibility and resolution on escalated technical product issues as the primary customer advocate within Calix. This role will require superb communication and influence skills (both internally and externally). Must have the ability to plan for growth of team as additional strategic accounts are identified, dynamic decision-making skills centered on data analytics and most importantly relationship skills to drive result and improvements cross-functionally within Calix on behalf of lessons learned from the field. This role requires delivering results through leadership, influence, and business acumen. You will also be required to collaborate with cross functional stakeholders as a leader of the support services organization, represent support services during escalated customer facing calls regarding personnel, process, and delivery issues. You and your team must be able to uphold world class support expectations on behalf of our customers, while driving for expedited technical resolutions. You will also be responsible for collaborating and developing opportunities to continue to differentiate value on behalf of our services portfolio.Responsibilities and Duties: Partners and ensures the performance of technical support teams and their leaders to ensure strategic accounts are achieving operation metric objectives consistently Avoiding preventable escalations through coaching and transparency.Provides leadership to of all team members, maximizing effectiveness and consistently meeting support delivery goals.Ability to lead through a wide range of customer issues and comfortably diffuse and manage customer objections consistently and effectively. Demonstrate cross-functional collaboration to provide feedback, develop processes, measurements and accountability leading to increased customer satisfaction.Documents processes and objectives to improve efficiencies and deliverables of the team. Represent Support Services with integrity, urgency, and humility to enable our customer’s success.Qualifications:Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.15+ years of experience as a relationship leader or equivalent customer engagement role with understanding of networks and SaaS technologies. Strong oral and written communication skills under pressure.Experience in leading support operations and consistently achieving deliverables. Leads, manages, and prioritizes work mostly autonomously, under duress.Effective and consistent when providing strong customer facing demeanor and leadership.Leads team with humility with proven success communicating with dissatisfied customers.Proactively identifies opportunities in a rapidly changing environment.Proven ability to provide clear context, urgency, and solution to prevent customer dissatisfaction.  Location:Remote-based position located in the United States or Canada.#LI-Remote