Job Level
Senior
Tech Stack
Cloud
About the role
- Be the technical authority on Calix solutions and 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
- Serve as primary point of contact for external customers and internal teams to resolve service outages and outstanding issues
- Help with customer onboarding and training to drive adoption
- Supervise and report on the overall well-being of customers, tracking key health and usage indicators
- Build joint success plans with engineering team and customers
- Manage customer expectations regarding scope of engagement, exit criteria, and available resources
- Deliver key portfolio updates and assist customers with upgrades; advise on technology changes and mitigation strategies
- Facilitate regular checks with stakeholders and attend weekly meetings with clients
- Organize Quarterly Business Reviews and contribute to off-site events
- Provide advice and guidance about current and future use of Calix offerings
- Design and deliver customer-specific use cases aligning with technical goals
- Support research and resolution of problems and inquiries
- Develop strong working relationships with clients and Calix resources
- Proactively identify blockers and collaborate with peers to remove them
- Partner with Delivery team in identifying open client needs and aid hiring process
- Act as an advocate to influence product roadmap and engage with engineering teams
- Stay up to date with emerging technologies and product changes
Requirements
- 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 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 support, development, engineering, or QA organization
- Technical and communication skills
- Self-motivated, forward looking, innovative teammate
- Effective collaboration skills and ability to manage internal and external communication
- Combination of technical and customer-facing skills
- Ability to manage and grow enterprise customer relationships
- 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 executive meetings and technical workshops
- Confirmed ability to manage numerous projects
- Growth mindset and willingness to learn
- Strong project management skills
- Curious and genuine desire for learning new technologies
- Up to 40% travel