This is a remote position that can be based anywhere in the United States or Canada.Calix is looking for a dynamic candidate to lead our Customer Engagement team and manage team projects from ideation to execution. Reporting to the Senior Manager of Customer Engagement, you will be responsible for mentoring, coaching, and developing team members and for implementing, improving, and maintaining critical digital Customer Success programs.The ideal candidate has a proven record managing teams, mentoring and coaching individual members to their highest potential, and for delivering high-value programs to customers and the business. You will be accountable for understanding business priorities, aligning programs to target audiences, defining, building, and delivering programmatic journeys that attract, nurture, inspire, and retain customers. You will work closely with cross-functional counterparts.Responsibilities and Duties:Mentor, coach, and develop team members to reach their highest potential, align with career aspirations, and achieve established business goals.Guide journey strategy and development to maximize customer engagement and adoption and business success.Work with internal stakeholders to understand key use cases and address via prescriptive journey execution.Deliver the content through our internal resources or with select agency partners.Be a customer advocate. Relentlessly champion the customer and the experiences they have with the content you create—how they find it, how they consume it, how they use it to make decisions.Define, plan, and facilitate the execution of cross-functional projects.Align appropriate resources to realize department goals.Educate internal audiences on program strategy and effectiveness.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.A passion for helping others achieve meaningful outcomes.Experience leading high-performing teams and delivering business results.Ability to break down complex business initiatives into actionable projects with clear next steps and prioritization.Ability to manage a complex prioritization matrix for requests with various levels of importance, competing timelines, and limited resources.Capable of working with a portfolio of stakeholders to clearly understand project objectives and refine requirements.Skilled in executing projects with on-time delivery and exhibit excellent follow-through.Agile, driven to succeed, and always up for a challenge.Exceptional written and verbal communication skills with the ability to communicate with all levels of employees.High-level understanding of Customer Success and digital channels, as well as their associated KPIs.Highly organized and detail-oriented.Effective problem-solving skills; ability to remove roadblocks impacting project delivery.Bachelor’s degree or 10+ years of customer service/success, consulting, marketing, sales, or training experience preferred.Customer-focused; detail orientedPositive attitudeExceptional interpersonal and communication skills focused on developing collaborative relationships.Strong project and people management skills.Ability to maintain a positive attitude in a high stress/fast-paced work environment.Self-motivated with a high degree of drive and determination.Team playerAdaptive and flexible (changing technologies, processes, environments).Travel expectation: less than 25%Preferred Qualifications:Ability to create and deliver compelling presentations.Proficient computer skills with emphasis on Windows-based applications.Experience with the following platforms a plus: Salesforce CRM, Pardot, Pendo, Camtasia, Miro, Vibe Canvas.Location:Remote-based position located in the United States or Canada.#LI-Remote
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