Regional Vice President, Technical Success

The Regional Vice President, Technical Success is the Cloud, Experience Operating Software (EXOS), and Managed Services Technical Solution leader; is accountable for the overall Technical Success of their assigned Solutions; and is responsible for leading a high impact team of Serviceability, Escalation, and Resident Engineers to ensure best-in-class technical solution operations and serviceability across our products while directly supporting our customers on their technical journeys with Calix. This team operates as an interface between our field and product teams and ensures key technical information is identified, curated, shared, and utilized to address technical concerns across the business. This role utilizes a matrix staffing model and supports multiple teams within the Success organization directly and indirectly. This role is highly collaborative and requires ongoing cross-organizational alignment to drive and accomplish mission critical Calix Success and Calix Organizational goals.

Responsibilities and Duties:

This position reports to Area Vice President, Technical Success:

• Lead, mentor, and grow the high performing Cloud, EXOS, Managed Services Team consisting of:

  • Serviceability Engineers: responsible for leveraging their extensive solution expertise and deep understanding of customer deployments and operations to partner with Product Teams to enhance the serviceability of Calix Solutions; as well curating and delivering technical content and training across Calix.

  • Escalation Engineers: responsible for providing support on escalated technical support cases with customer found defects for assigned solutions; as well work with Product to ensure work arounds are being identified and deployed in a timely manner.

  • Resident Engineers: assigned to specific Customer accounts and are responsible for planning, engineering, and new-product-introduction (NPI), troubleshooting and support while providing step-by-step procedures and in-depth knowledge to the assigned account. This role may be onsite with a single customer.

• Lead Customer Impacting Technical Issues work effort for Cloud, EXOS, and Managed Services Solution:

  • Prepare and deliver regular executive summaries on impactful customer technical issues

  • Own technical communications directly with account teams/customer and in partnership with Communications Manager when applicable

• Lead Product Risk Categories Ownership for Cloud, EXOS, and Managed Services Solution:

  • Support key stakeholders, action plans, and escalate cross-organizationally as required

  • Prepare and deliver regular status & executive updates

• Develop deep relationships with key stakeholders in Product Line Leadership, Engineering, Technical Sales, and Success Solution Leadership to ensure cross-functional alignment and support.

• Support functional counterparts in the Support Organization when advanced Technical Assistance is required.

• Partner with Success Solution Owners in their respective domains and report/present technical solution updates during regular joint operational meetings.

• Help establish, measure, and achieve Key Performance Indicators (KPIs) for the Technical Success team.

• Gather and relay feedback from across the Calix Organization to continuously iterate on the Technical Success strategies and assist in initiatives for process development and improvement.

• Support the development and implementation of scalable processes and tools to ensure Technical Success is optimized to deliver best-in-class services to customers.

• Partner with Success Guidance & Success Delivery Leadership to drive operational and staffing efficiencies into respective domain areas.

• Co-lead strategic initiatives supporting the core focus areas of Technical Success:

  • Enhancing the end-to-end technical customer experience

  • Delivering consistent technical escalation and ownership

  • Driving an optimized technical skills and training strategy

Qualifications:

• 15+ years’ experience as a support leader, technology program director, or in a similar customer engagement role with a deep understanding of SaaS technologies and Managed Services.

• A visionary leader who strategically aligns resources, drives innovation, and steers the company towards sustainable long-term success.

• Proven expertise in leading and transforming distributed technical teams to exceed performance metrics.

• Demonstrated success in navigating and resolving unforeseen challenging, complicated, technical issues.

• Exceptional analytical skills and a thoughtful troubleshooting approach with superb problem-solving abilities.

• In-depth technical knowledge of Calix products and platform features, capabilities, and best practices; adept at applying a wide variety of concepts, practices, and procedures.

• Exemplary written and verbal communication skills, with a strong presence at the senior-to-executive level and expertise in presenting, facilitation, and storytelling.

• Strong organizational skills, with the 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 degree or equivalent work experience.

• Travel up to 15%

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: