Senior Technical Account Manager

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.

Responsibilities: 
  

Support 

• Be the technical authority on our solutions and the trusted advisor of customers. 

• Perform technical reviews and share knowledge to proactively identify and prevent issues. 

• Deliver training and presentations to customer associates, and executives. 

• Maintain documentation on incident trends and identify patterns to prevent future recurrence. 

• Handle customer escalations with Calix and customer teams. 

Customer Care 

• Serves as primary point of contact for external customers and various departments/divisions to resolve service outages and outstanding issues, comply with customer requests ,and respond to client inquiries. 

• Help with customer onboarding and training, thus driving adoption. 

• 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. 

• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service. 

• Facilitate regular checks with Stakeholders. 

• Attend weekly meetings with your clients to review any open tickets/issues that require additional investigation/resolution and maintain engagement. 

• Organize Quarterly Business Reviews with customers and contribute to off-site events. 

• Present to both internal and customer executives in a professional manner that represents the Calix culture and demonstrates business acumen. 

• Provide advice and guidance to customers about their current and future use of Calix offerings. 

Continuous Improvement 

• Understand requirements, challenges, and what business outcomes and value they are expecting from their purchase. Design and deliver the customer-specific use cases to align with those technical goals via a practical consultative approach. 

• Provides support in research and resolution of problems and inquiries. 

• Develops strong working relationships with assigned clients and Calix resources. 

• Interfaces with clients to determine present and future needs and discusses progress toward solutions. 

• Proactively identify blockers for our customers and collaborate with peers to remove them. 

• Manage developed and existing customer relationships by leveraging resources and tools. 

• Partner with Delivery team in identifying open needs at clients, qualifying those needs, presenting top candidates, and collecting and providing candidate and interview feedback. 

Internal Offerings Design 

• Act as an advocate on behalf of your customers to influence our offerings roadmap. 

• Engage with Calix