Senior Technical Account Manager

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 engineering teams to help develop solutions, based on customer engagements 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.

What Sets You Apart for This Role:

• Build and nurture strong customer relationships.
• Prove technical leadership and experience managing delivery teams.
• Demonstrate 8+ years of experience highlighting internal cross-functional collaboration.
• Demonstrated 8+ years of experience highlighting customer-facing experience with a history of client satisfaction and retention.
• Display a drive and commitment to achieving results.
• Embrace new challenges with energy and urgency, highlighting an action-oriented mindset.
• Exhibit innovation by exploring creative solutions that add value, while being comfortable with taking calculated risks.
• Recognize the value of diverse perspectives, fostering a collaborative environment.
• Possess strong leadership and communication skills.
• Demonstrate the ability to find efficient solutions to overcome barriers.
• Possess excellent presentation skills.
• Possess knowledge and experience in various aspects of business benefits.

The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

San Francisco Bay Area:

140,300 - 210,500 USD Annual

Select US Metros and States:

122,000 - 183,000 USD Annual

Other US Locations:

109,800 - 164,700 USD Annual

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.