As a Technical Account Manager, you will help craft and execute strategies to drive our customers’ technical success of our products against their business goals. Your technical acumen and customer-facing skills will enable you to effectively represent Calix within a customer’s environment, and drive discussions with senior leadership regarding incidents, operational effectiveness, support, and risk management.You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges and help them achieve the greatest value from our different offerings.As a TAM, you will collaborate closely with internal teams like Sales, Support, Engineering, and Product Management depending on the customer needs and facilitate cooperation and advocate on their behalf. In this role, you are building up, maintaining, and growing long-lasting loyalty between Calix and our customers.Travel, as necessary, to visit customers or attend events.Responsibilities: SupportBe the technical authority on our solutions and the trusted advisor of customers.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 CareServes as primary point of contact for external customers and various departments/divisions 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.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 ImprovementUnderstand requirements, challenges, and what business outcomes and value they are expecting from their purchase. Design and deliver the 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 discusses 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 at clients, qualifying those needs, presenting top candidates, and collecting and providing candidate and interview feedback.Internal Offerings DesignAct 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 engagements as well as personal experience, which will guide the adoption of our offerings.GrowthStay 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,5+ years of relevant work experienceCritical situation management experienceExtensive 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 ArchitectTrack record of owning customer relationships, including implementation, renewal, and identification of expansion opportunitiesPrior 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 communicatorAbility to promote platform adoption within customer teams.Excellent interpersonal/customer relations skills regarding strategic relationshipsProficiency in leading both executive meetings and technical workshopsConfirmed ability to manage numerous projects at a time while paying strict attention to details.Growth mindset and willingness to learn.Strong project management skillsCurious and have a genuine desire for learning new technologies and developing new ideas.What Sets You Apart for This Role:Build and nurture strong customer relationships.Prove technical leadership and experience managing delivery teams.Demonstrate 5+ years of experience highlighting internal cross-functional collaboration.Demonstrated 5+ 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.#LI-RemoteCompensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.For more information on our benefits click here.There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.San Francisco Bay Area Only:112,800.00 - 169,200.00 USD AnnualNational Major Cities plus, CA, CO, NY Metro area:98,100.00 - 147,100.00 USD AnnualRegional plus NY:88,300.00 - 132,400.00 USD Annual
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