Account Manager

• Support Be the technical authority on our solutions and the trusted advisor of customers within a n 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.
• 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.
• 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.
• 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.
• Stay up to date with emerging technologies.

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