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 within an engagement model with defined entry & exit criteria.
* Support: Perform technical reviews and share knowledge to proactively identify and prevent issues.
* Support: Deliver training and presentations to customer associates and executives.
* Support: Maintain documentation on incident trends and identify patterns to prevent future recurrence.
* Support: Handle customer escalations with Calix and customer teams.
* Customer Care: Serve 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.
* Customer Care: Help with customer onboarding and training, thus driving adoption.
* Customer Care: 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.
* Customer Care: Manage customer expectations regarding scope of engagement, exit criteria, and available resources to drive technical and business success following TAM engagement.
* Customer Care: 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.
* Customer Care: Facilitate regular checks with stakeholders.
* Customer Care: Attend weekly meetings with your clients to review open tickets/issues and maintain engagement.
* Customer Care: Organize Quarterly Business Reviews with customers and contribute to off-site events.
* Customer Care: Present to internal and customer executives in a professional manner that represents the Calix culture and demonstrates business acumen.
* Customer Care: Provide advice and guidance to customers about their current and future use of Calix offerings.
* Continuous Improvement: Understand requirements, challenges, and desired business outcomes; design and deliver customer-specific use cases to align with those technical goals via a practical consultative approach.
* Continuous Improvement: Provide support in research and resolution of problems and inquiries.
* Continuous Improvement: Develop strong working relationships with assigned clients and Calix resources.
* Continuous Improvement: Interface with clients to determine present and future needs and discuss progress toward solutions.
* Continuous Improvement: Proactively identify blockers for our customers and collaborate with peers to remove them.
* Continuous Improvement: Manage developed and existing customer relationships by leveraging resources and tools.
* Continuous Improvement: 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.
* Internal Offerings Design: 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.
* Growth: Keep 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 as a Customer Success Engineer or Technical Account Engineer with a background as a 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 in support, development, engineering, or QA with strong technical and communication skills.
* Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty.
* Effective collaboration skills and ability to manage internal and external communication and prioritize tasks.
* Combination of technical and customer-facing skills and willingness to 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.
* Ability to manage multiple projects simultaneously with attention to detail.
* Growth mindset and willingness to learn.
* Strong project management skills.
* Curious and proactive in learning new technologies and developing new ideas.
* Up to 40% travel.
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