Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.<p></p><p></p><p></p><div><div><p><b><u><span>Responsibilities:</span></u><span><span> </span></span></b><br /><span><span> </span></span><span> </span></p></div><div><p><b><span>Support</span></b><span> </span></p></div><div><ul><li><p><span><span>Be the technical authority on our solutions and the trusted advisor of customers</span><span> within a</span><span>n</span><span> engagement model</span><span> with defined entry &amp; exit criteria</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Perform technical reviews and share knowledge to proactively </span><span>identify</span><span> and prevent issues.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Deliver training and presentations to customer associates and executives.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Maintain documentation on incident trends and </span><span>identify</span><span> patterns to prevent future recurrence.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Handle customer escalations with Calix and customer teams.</span></span><span> </span></p></li></ul><p></p></div><div><p><b><span>Customer Care</span></b><span> </span></p></div><div><ul><li><p><span><span>Serves as primary point of contact for external customers and various </span><span>internal teams </span><span>to resolve service outages and outstanding issues, </span><span>comply with</span><span> customer requests</span><span>, </span><span>and respond to client inquiries.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Help with customer onboarding and training, thus driving adoption.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Supervise and report on the overall well-being of customers, tracking key health and usage indicators. Build joint success plans with both our engineering team and your customers.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Manage customer expectations </span><span>regarding</span><span> scope of engagement, exit criteria, and available resources to drive technical and business success following TAM </span><span>engagement</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Deliver key portfolio updates and </span><span>assist</span><span> customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Facilitate regular checks with Stakeholders.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Attend weekly meetings with your clients to review any open tickets/issues that require </span><span>additional</span><span> investigation/resolution and </span><span>maintain</span><span> engagement.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Organize Quarterly Business Reviews with customers and contribute to off-site events.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Present to both internal and customer executives in a professional manner that represents the Calix culture and demonstrates business acumen.</span></span><span> </span></p></li></ul></div></div><div><div><ul><li><p><span><span>Provide advice and guidance to customers about their current and future use of Calix offerings.</span></span><span> </span></p></li></ul><p></p></div><div><p><b><span>Continuous Improvement</span></b><span> </span></p></div><div><ul><li><p><span><span>Understand requirements, challenges, and what business outcomes and value they are expecting from their purchase. Design and deliver customer-specific use cases to align with those technical goals via a practical consultative approach.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Provides support in research and resolution of problems and inquiries.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Develops strong working relationships with assigned clients and Calix resources.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Interfaces with clients to </span><span>determine</span><span> present and future needs and </span><span>discuss</span><span> progress toward solutions.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Proactively </span><span>identify</span><span> blockers for our customers and collaborate with peers to remove them.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Manage developed and existing customer relationships by </span><span>leveraging</span><span> resources and tools.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Partner with Delivery team in </span><span>identifying</span><span> open needs </span><span>of </span><span>clients, qualifying those needs, presenting top candidates, and collecting and providing candidate and interview feedback.</span></span><span> </span></p></li></ul><p></p></div><div><p><b><span>Internal Offerings Design</span></b><span> </span></p></div><div><ul><li><p><span><span>Act as an advocate on behalf of your customers to influence our offerings roadmap.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Engage with Calix engineering teams to help develop solutions, based on customer </span><span>engagement</span><span> as well as personal experience, which will guide the adoption of our offerings.</span></span><span> </span></p></li></ul></div><div><p><b><span>Growth</span></b><span> </span></p></div><div><ul><li><p><span><span>Stay up to date with emerging technologies.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Keeps abreast of new products/services and changes to existing products/services.</span></span><span> </span></p></li></ul></div></div><p></p><p></p><p></p><div><div><p><b><u><span>Qualifications:</span></u><span> </span></b></p></div><div><ul><li><p><span><span>Bachelor’s degree in computer science, math, or related discipline,</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>8+ years of relevant work experience</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Critical situation management experience</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Extensive experience in a customer facing role with as a Customer Success Engineer or Technical Account Engineer with a background as DevOps Engineer, SRE, Cloud Infrastructure Architect or Solutions Architect</span></span><span> </span></p></li></ul></div></div><div><div><ul><li><p><span><span>Track record</span><span> of owning customer relationships, including implementation, renewal, and identification of expansion opportunities</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Combination of technical and customer-facing skills and willingness to embrace and develop both.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Clear and concise verbal and written communicator</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ability to promote platform adoption within customer teams.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Excellent interpersonal/customer relations skills </span><span>regarding</span><span> strategic relationships</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Proficiency</span><span> in leading both executive meetings and technical workshops</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Confirmed ability to manage </span><span>numerous</span><span> projects at a time while paying strict attention to details.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Growth mindset and willingness to learn.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong project management skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Curious</span><span> and have a genuine desire for learning </span><span>new technologies</span><span> and developing </span><span>new ideas</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Up to 40% travel.</span></span><span> </span></p></li></ul></div></div><p></p><p></p>

Calix

Senior Success Account Manager

Calix

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