SmartLife Delivery Manager

We’re now evolving our company at a rapid pace to meet exciting market demand. Our culture has won awards for executive leadership and employee diversity, and received top ratings from our engineering, sales, and product design teams. We are also a top-ranked company on Glassdoor. The Calix SmartLife Delivery Team is seeking a dynamic and customer-minded SmartLife Delivery Manager. As a SmartLife Delivery Manager, you will be responsible for enabling the successful implementation and best practices of Calix SmartLife Delivery Services utilizing Calix Systems and Software to a broad set of Broadband Service Providers (BSPs).

Your customer engagement will be a combination of short-term and long-term, and you will quickly develop an understanding of each customer’s core teams needs and business requirements. Leveraging this customer knowledge and your technical delivery expertise, you will deploy a multitude of fixed services coupled with custom services that will generate success for BSPs deploying Calix Systems and Software.

Customer engagements will be dynamic in nature and will be monitored through a system of metrics focused on your impact to the BSPs overall experience utilizing the solutions provided. You will also serve as an escalation point, when needed, to facilitate the resolution of unexpected issues; connecting BSPs with the right resources for assistance and working with our Success Delivery, Technical Support, Product, and Sales Teams to provide the appropriate business and technical context to ensure resolution.

Responsibilities and Duties:

• Perform discovery sessions with BSPs to understand their operating models and align delivery solutions to meet their needs
• Leverage comprehensive knowledge of products, platform, and services to provide relevant adoption and technical recommendations on solutions and enhancements customized to BSPs business needs
• Provide on-boarding guidance and ensure BSPs are set-up for success
• Design and create standards and best practices for a broad range of BSP operations
• Customize and Deliver In-Market Enablement Workshops consisting of Wi-Fi Fundamentals, Installation Best Practices, Hands-On Labs, and Subscriber Installations related to Calix Systems, Cloud, and Managed Services Solutions including Smart Home, SmartTown, SmartBiz & Smart MDU
• Assist BSPs who perform Broadband Performance Testing of Residential Gateways
• Present regular Broadband Performance Testing reports and assist with triaging and driving corrective actions across the customers’ network
• Create and iterate on Wi-Fi designs and perform on-site validations
• Produce world-class customer consulting engagements consisting of and resulting in decreased BSP service delivery cost & increased overall customer satisfaction and customer retention
• Monitor and identify trends during solution implementation and provide guidance to BSPs
• Identify growth opportunities and collaborate with Sales and Success to ensure the creation of maximum customer value

Qualifications:

Required:

• 5+ years of field implementation, technical support, project management, or consulting experience in telecommunications Network and/or Plant Operations
• Strong technical knowledge/experience working with Access and Premises Network Systems, Technologies, and Plant Distribution Scenarios
• Strong written and verbal communication skills, mid-level management presence and experience in facilitation
• Strong organizational skills, ability to work independently, and manage multiple projects simultaneously
• Strong ability to build and grow trusted advisor relationships
• Excels at learning quickly and adapting to change
• BA/BS (or equivalent) degree
• Travel up to 25%

Preferred:

• Knowledge of Calix product and platform features, capabilities, and best use; ability to apply wide variety of concepts, practices, and procedures
• Working knowledge of Transport Network Systems, Technologies, and Plant Distribution Scenarios
• Experience with Presales, Renewals, and Customer Experience
• Working knowledge of AI usage to drive operational efficiencies
• Resourceful and creative problem-solving skills
• Center of excellence, governance, and risk management experience
• Experience with Salesforce, TaskRay, Teams, JIRA, Hamina, Ekahau