Responsibilities:
Support
Be the technical authority on our solutions and the trusted advisor of customers within an engagement model with defined entry & exit criteria.
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 internal teams 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.
Manage customer expectations regarding scope of engagement, exit criteria, and available resources to drive technical and business success following TAM engagement.
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 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 discuss 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 of 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 engineering teams to help develop solutions, based on customer engagement as well as personal experience, which will guide the adoption of our offerings.
Growth
Stay up to date with emerging technologies.
Keeps abreast of new products/services and changes to existing products/services.
Qualifications:
Bachelor’s degree in computer science, math, or related discipline,
8+ years of relevant work experience
Critical situation management experience
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
Track record of owning customer relationships, including implementation, renewal, and identification of expansion opportunities
Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills.
Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty.
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.
Combination of technical and customer-facing skills and willingness to embrace and develop both.
Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience.
Clear and concise verbal and written communicator
Ability to promote platform adoption within customer teams.
Excellent interpersonal/customer relations skills regarding strategic relationships
Proficiency in leading both executive meetings and technical workshops
Confirmed ability to manage numerous projects at a time while paying strict attention to details.
Growth mindset and willingness to learn.
Strong project management skills
Curious and have a genuine desire for learning new technologies and developing new ideas.
Up to 40% travel.
