Senior Technical Account Manager - West Region

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

• 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 30% travel.

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.