Chelsi Runyan Email & Phone Number

Responsible for leading a team of Business Insights Engagement Leads who transform data into relevant and actionable insights for our Broadband Service Provider (BSP) customers. Partners directly with Calix customers to leverage their business data to address specific questions or solve unique business challenges. Responsible for supporting the development of expertise within the team, coaching them to collaborate, identifying and documenting best practices, and ultimately providing extraordinary experiences for our BSP’s. • Train, mentor, and manage a high-performing team of BIS Engagement Leads to achieve their business metrics, ensuring clarity around priorities, expected outcomes, and role-specific goals. • Develop the individuals on the team through coaching, timely feedback, and regular 1:1s focusing on helping each team member reach an ideal level of autonomy, mastery, and expertise in their role.• Align with key customer executives and stakeholders to ensure we have buy-in on the strategic vision and are executing effectively against it. • Establish operational objectives for the BIS Success team, including documenting policies, procedures, and work plans, and delegating assignments as appropriate across the team.• Work closely with the analytics team to develop an expanding catalog of defined business engagements, leveraging data and insights to add value for our customers.• Oversee team collaboration with project management tool, ensuring entire team is informed and aligned as projects move through the pipeline.• Present at Calix and industry events.

Remote

As a Senior Business Insights Services Manager, partners directly with Calix customers to leverage their business data to answer specific questions and solve unique business challenges. In collaboration with Calix's Senior Data Analysts, conducts thorough review and analysis of customer data to interpret learnings into detailed action plans with compelling data visuals and actionable recommendations. • A thought leader, change agent, and trusted advisor to Broadband Service Providers (BSPs) to use data to make informed decisions that drive successful business outcomes.• Collaborate with Business Insights Data Analysts and Data Visualization experts to establish and expand the portfolio of Calix customers investing in Business Insights Services.• Manage the design, development, and delivery of an expanding catalog of defined business engagements leveraging a customer’s business data.

Remote

Serves as an advisor mentor on the Marketing Cloud Customer Success Team, managing accounts with advanced scope and complexity. Develops consultative partnerships with Broadband Service Provider (BSP) customer leadership, building trust and establishing rapport as a strategic advisor, helping to guide important business decisions regarding branding, pricing, service offerings, and communications.• Masters understanding of customer business goals and ability to sync with Calix Cloud adoption strategies• Identifies opportunities to expand Calix service offerings with customers, as well as opportunities to highlight successes through press releases, social media posts, webinars, conferences, or ConneXions speaking events• Delivers executive-level consultative Success Planning sessions for customers focused aroundfundamental KPI’s and strategic priorities• Natural curiosity and passion for data analytics with demonstrated ability to elevate beyond basic review, crafting a compelling story using analytical tools, graphs, charts, and statistical methods• Demonstrates a critical eye for process improvement and ability to motivate action• Relentless commitment to customer experience and satisfaction

Remote

As a Customer Success Manager, took ownership for driving adoption of Marketing Cloud and Revenue Edge programs for defined portfolio of customers by evangelizing best practices, becoming a strategic and consultative business partner, leveraging Calix resources, sharing customer success stories, and driving engagement at all stages of the customer lifecycle.• Promoted to Senior Customer Success Manager after 4 quarters of consistently exceeding performance metrics• Analyzed beneath the surface to find insights within Marketing Cloud that were not immediately visiblein the data and brought the stories to light• Presented content for Virtual ConneXions 2021 to support first customer to bring Arlo Managed Services offering to market• Helped customers prioritize business objectives, define key performance metrics (KPI’s), drafted Success Plans, tracked performance, delivered Success Business Reviews and continuous improvement efforts• Developed format for weekly Revenue Edge performance tracking and monthly Executive Briefs for BSPs to share with their cross-functional teams for accountability

Dallas/Fort Worth Area

As part of the Executive Leadership Team, identifies and implements strategies for overall growth and success of the company. Defines marketing and operational plans, details business requirements, oversees outside sales and lead generation, manages inside sales and client success.• Shifted industry focus and implemented key safety, retention, and compensation initiatives to ensure continued revenue during pandemic. Actions supported client revenue growth of 270% during 2020 and resulted in the award of four new locations that will deliver $16 million of revenue in 2021.• Segmented client field locations to create targeted marketing campaign and converted passive and lapsed locations into frequent users. Focused communications, relationship building, and personalized success plans doubled revenue from $10 million to $20 million over three years.• Positioned company as a trusted resource and business partner through enhanced service offerings. Improved Net Promoter Score (NPS) from 50% to 66%, converted two key accounts, avoiding $2 million in potential revenue losses, and identified $1.4 million in revenue-expansion opportunities.• Led an effort to modernize and rebrand to improve market perceptions and increase competitiveness. Website traffic increased by 88%, SEO and paid search campaigns contributed to an 18% increase in Google traffic, and blog program delivered a 920% increase in page views.

Managed initiatives and campaigns to foster growth in alliance and increase footprint in North America.• Launched a digital campaign in growing metro areas, to attract new, high quality suppliers to participate in the network. Increased suppliers from 300 to 2,500 over three years, enabling the alliance to meet demand, access more lucrative clients and increase profit by 124%.• Developed and implemented co-branding materials, including social media content, promotional items, and business cards, for existing and new supplier participants to create consistency, build loyalty and extend sales reach.

Managed multiple projects and cross-functional teams through complex research, presentation and production issues. Developed differentiated brand positioning and drafted overall client strategies.• Optimized Nationwide Insurance broadcast advertising budget, by leveraging cable network relationships and using negotiation skills to secure value-added packages to gain $5 million of free exposure in relevant content across 26 cable networks.• Led research, development, pitch, and creative roadmap for Captain D's. Increased scope of services providing a 10% increase in retail sales within the first month, reversing years of declines and opening the door to opportunities with sister restaurant, Grandy’s.As Senior Account Executive, managed account growth, profitability, forecasting, planning and scope of work management for Nationwide Insurance, Texas Tourism, Universal Florida and Bausch + Lomb.

Assisted in developing and presenting innovative plans and advertising ideas to clients, and maintained client budgets and timelines, ensuring successful completions. Promoted from Assistant Account Executive to Account Executive within 1 year of hiring.• Gained early exposure to, and accountability for account management as the key agency contact for GlaxoSmithKline Os-Cal and Nestle Hot Pockets accounts. Oversaw qualitative and quantitative research, crafted strategic positioning, sold creative to key decision makers, and executed campaigns. Hot Pockets was one of the agency’s first digitally integrated campaigns, and Os-cal reversed a trend of declining sales and the experience was foundational for my career.