Senior Manager, SmartLife Delivery

Calix is evolving at a rapid pace to meet exciting market demand. Our culture has won awards for executive leadership and employee diversity, and received top ratings from our engineering, sales, and product design teams. We are also a top-ranked company on Glassdoor. The Calix Success Team is seeking a dynamic and customer-minded Senior Manager, SmartLife Delivery, to join and lead part of the Calix Success Team. As the Senior Manager, SmartLife Delivery, you will be responsible for the day-to-day tactical management of the people and processes of our delivery services and the strategic direction and alignment of the SmartLife Delivery Team to ensure it is built and grown optimally to complement all Success Teams and all engagements along the Customer Journey.

This is a remote position that can be based anywhere in the United States.

Responsibilities and Duties:

This position reports to Area Vice President, Technical Success:

• Lead, mentor, and grow the high-performing SmartLife Delivery Team supporting a matrix organization to various functional leaders in the Support and Delivery organizations.

• Lead the planning, coordination, and execution of the SmartLife Delivery Teams work effort by partnering with Project Managers to ensure the timely and effective delivery of tasks and projects. 
• Serve as a point of escalation for critical internal and external customer issues, including risk assessment accounts. Work cross-functionally to manage critical escalations and resolve issues.
• Help establish and drive success for Key Performance Indicators (KPIs) for the SmartLife Delivery Team (e.g. Customer Satisfaction, Quality, Project Profitability, On-time Delivery, Utilization).
• Facilitate onsite and remote customer business transformation consultation activities.
• Present at regional and large-scale customer events.
• Partner with key stakeholders in Success Guidance, Delivery, BIS, Education, Support, Technical Sales, Services Solutions Sales, and Success Solution Leadership to ensure cross-functional alignment in delivering the best possible customer experience.
• Lead new service design and implementation aligned to the Calix roadmap and AIM process in conjunction with Success Offer Management, Product Line Leadership, and Technical/Services Solutions Sales.
• Assist in a presales function to support Services Solutions Sales in the SmartLife solution pursuit.
• Gather and relay feedback from across the Calix Organization to continuously iterate on the SmartLife Delivery and Technical Success strategy and assist in initiatives for process improvement.
• Stay current with all relevant Calix product updates and industry changes.
• Travel up to 15% for customer engagements and internal meetings.

Qualifications:

Required:

• 15+ years of SaaS, relationship management, technical support, project management, professional services, and consulting experience with pre-sales exposure.
• Track record of leading a distributed technical team to exceed performance metrics and driving strategic goals.
• Technical knowledge of Calix products and platform features, capabilities, and best use; ability to apply a wide variety of concepts, practices, and procedures.
• Technical knowledge/experience working with access and premises network systems.

• Strong written and verbal communication skills, senior-to-executive level management presence and experience in facilitation.
• Strong organizational skills, ability to work independently, and manage multiple solutions and initiatives simultaneously.
• Strong ability to build and grow trusted advisor relationships.
• Excels at learning quickly and adapting to change.

• BA/BS (or equivalent) degree.

Location

• Remote-based position located in the United States.

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:

National Major Cities plus, CA, CO, NY Metro area:

Regional plus NY: