Senior Success Account Manager

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.