MSP 成功主管
Director, MSP Success
Calix 提供宽带平台和托管服务，使我们的客户和合作伙伴能够一次改善一个社区的生活。我们正处于行业百年一遇的变革前沿，Calix 正在进行战略性投资，以将多住户单元（MDU）打造为重要的增长引擎和未来的十亿美元业务。为此，Calix 正在组建一个专门的、跨职能的托管业务团队，负责不仅定义市场战略，还要定义可盈利扩展所需的完整客户和运营模型。加入我们，共同创新，帮助客户/合作伙伴实现潜力，并与前所未有的数字体验连接。
我们正处于宽带行业百年一遇的变革前沿。加入我们，共同创新，帮助客户实现潜力，并为未被服务的社区提供无与伦比的数字体验。现在是加入 Calix 的激动人心的时刻，我们正在组建一支专注于将战略市场机会转化为可扩展增长的托管业务团队。作为 MSP 成功总监，您将担任战略项目负责人，负责设计、协调并实施构建和扩展 Calix MSP 增长引擎所需的业务系统。您将把公司战略转化为可执行的客户生命周期模型，并围绕统一的运营框架，协调产品、销售、市场、运营、支持、教育、服务和续约团队。
职责：
- 将战略重点转化为全企业范围的举措、业务能力和运营路线图。
- 在产品、销售、市场、服务、支持、运营和成功组织之间推动跨职能协作。
- 建立治理模型、决策框架、里程碑和问责结构，以实现规模化执行。
- 作为客户生命周期转型项目的中心协调者和项目负责人。
- 定义 KPI、健康指标、运营指标和高管仪表盘，以衡量生命周期表现。
- 开发报告框架，提供对客户成果、运营效率、采用率、留存率和扩展性的可见性。
- 创建高管业务评审和战略规划流程，以指导投资决策。
- 评估生命周期项目的有效性，并根据数据驱动的洞察持续优化。
- 领导新运营模式的采用
查看英文原文
Calix delivers a broadband platform and managed services that enable our customers and partners to improve life one community at a time. We’re at the forefront of a once in a generational change in the industry and Calix is making strategic investments to establish MDU as a major growth engine and future billion-dollar business. To achieve this, Calix is forming a dedicated, cross-functional Managed Business team responsible for defining not only the market strategy, but the complete customer and operational models required to scale profitably. Join us as we innovate, help our customers/partners reach their potential, and connect with unrivaled digital experiences.
We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.It is an exciting time to join Calix as we build a dedicated Managed Business team focused on turning strategic market opportunity into scalable growth. As the Director, MSP Success, you will serve as the strategic program leader responsible for designing, orchestrating, and operationalizing the business systems required to build and scale Calix's MSP growth engine. You will translate corporate strategy into an executable customer lifecycle model, aligning Product, Sales, Marketing, Operations, Support, Education, Services, and Renewals around a common operating framework.
Responsibilities:
- Translate strategic priorities into enterprise-wide initiatives, business capabilities, and operational
- roadmaps.
- Drive cross-functional alignment across Product, Sales, Marketing, Services, Support, Operations, and
- Success organizations.
- Establish governance models, decision frameworks, milestones, and accountability structures that
- enable execution at scale.
- Serve as the central coordinator and program leader for customer lifecycle transformation initiatives.
- Define the KPIs, health indicators, operational metrics, and executive dashboards that measure lifecycle
- performance.
- Develop reporting frameworks that provide visibility into customer outcomes, operational efficiency,
- adoption, retention, and expansion.
- Create executive business reviews and strategic planning processes that inform investment decisions.
- Measure the effectiveness of lifecycle programs and continuously optimize based on data-driven
- insights.
- Lead the adoption of new operating models, processes, technologies, and ways of working.
- Align stakeholders across multiple organizations around common objectives and execution plans.
- Identify organizational gaps, operational risks, and capability requirements that may impact MSP growth.
- Act as a catalyst for change, ensuring strategic initiatives move from concept through execution
- Partner with executive leadership to define and operationalize the long-term MSP growth strategy.
Required Qualifications
- 7+ years experience in business transformation, customer lifecycle strategy, customer operations,
- program management, professional services, customer success, or related functions.
- Demonstrated success building and scaling new business models, operating frameworks, or growth
- programs within high-growth technology organizations.
- Proven track record creating innovative Customer Success solutions for MSPs.
- Experience working with MSPs selling into the SMB,Multi-Dweling Units (Mult-family), Venue and or
- Hospitality space is preferred.
- Strong strategic planning and program leadership capabilities with experience influencing large cross-
- functional organizations.
- Expertise designing operating models, organizational structures, customer journeys, and go-to-market
- execution frameworks.
- Relevant knowledge of: WiFi, roaming, networking, operations and management, mobile apps and
- portals, and property management systems.
- Strong communication, collaboration, and program management skills
- Experience leveraging AI, automation, analytics, and digital technologies to drive operational
- transformation.
- Builder mentality with a bias toward execution, comfort navigating ambiguity, and passion for creating new capabilities from the ground up
The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.
San Francisco Bay Area:
170,200 - 272,600 USD AnnualSelect US Metros and States:
148,000 - 237,000 USD AnnualOther US Locations:
133,200 - 213,300 USD AnnualAs a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
Originally posted on Himalayas