Technical Account Manager - Central and East

Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.

Our team is growing and we're looking for a Technical Account Manager.

As a Technical Account Manager (TAM), 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, trade-offs, 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 Customer Success, Support, Engineering, and Product Management depending on the customers' environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this role, you are building up, maintaining, and growing long-lasting loyalty between Calix and our customers.

Responsibilities

Support

1. Be the technical authority on our solutions and the trusted advisor of customers.
2. Work on debugging and resolving technical issues specific to various environments.
3. Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow teammates and customer teams.
4. Perform technical reviews and share knowledge to proactively identify and prevent issues.
5. Deliver training and presentations to customer associates.
6. Maintain documentation on incident trends and identify patterns to prevent future recurrence.
7. Handle customer escalations with Calix, vendors, and customer teams.

Customer Care

1. Serves as the primary point of contact for external clients and various departments/divisions to resolve service outages and outstanding issues, comply with customer requests, and respond to client inquiries.
2. Help with customer onboarding and training, thus driving adoption.
3. 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.
4. 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.
5. Facilitate regular checks with stakeholders.
6. Attend weekly meetings with your clients to review any open tickets/issues that require additional investigation/resolution and maintain engagement.
7. Organize Quarterly Business Reviews with customers and contribute to off-site events.
8. Provide advice and guidance to customers about their current and future use of Calix offerings.

Continuous Improvement

1. Understand 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.
2. Provide support in research and resolution of problems and inquiries.
3. Collaborate with third-party hardware and software vendors.

Sales

1. Increase sales and market share through assigned and newly generated accounts.
2. Develop strong working relationships with assigned clients and Calix resources.
3. Interface with clients to determine present and future needs and discuss progress toward solutions.
4. Proactively identify blockers for our customers and collaborate with peers to remove them.
5. Manage developed and existing customer relationships by leveraging resources including but not limited to HubSpot and any other tool used by the Growth team.
6. Contact and meet with prospective customers to establish customer needs, hiring cycles, and build an intimate relationship with the customer.
7. Prepare and present sales information and effective proposals for customers.
8. 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 Design

1. Act as an advocate on behalf of your customers to influence our offerings roadmap.
2. 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.
3. Work with Calix teams to manage various projects for the Success organization.

Growth

1. Stay up to date with emerging technologies.
2. Keeps abreast of new products/services and changes to existing products/services.

Qualifications

1. Bachelor’s degree in computer science, math, or related discipline.
2. 5+ years of relevant work experience.
3. PMP a plus.
4. Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills preferred.
5. Critical situation management experience.
6. 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.
7. Track record of owning customer relationships, including implementation, renewal, and identification of expansion opportunities.
8. Experience with online digital support communities.
9. Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty.
10. 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.
11. Combination of technical and customer-facing skills and willingness to embrace and develop both.
12. Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience.
13. Clear and concise verbal and written communicator.
14. Ability to promote platform adoption within customer teams.
15. Excellent interpersonal/customer relations skills regarding strategic relationships.
16. Proficiency in leading both executive meetings and technical workshops.
17. Demonstrated ability to manage numerous projects at a time while paying strict attention to details.
18. Ability to deliver results across multiple initiatives which include increasing revenue growth, customer satisfaction, feature adoption, and retention.
19. Growth mindset and willingness to learn.
20. Strong project management skills.
21. Curious and have a genuine desire for learning new technologies and developing new ideas.

What Sets You Apart For This Role

1. Build and nurture strong customer relationships.
2. Prove technical leadership and experience managing delivery teams.
3. Demonstrate 5+ years of experience highlighting internal cross-functional collaboration.
4. Demonstrated 5+ years of experience highlighting customer-facing experience with a history of client satisfaction and retention.
5. Display a drive and commitment to achieving results.
6. Embrace new challenges with energy and urgency, highlighting an action-oriented mindset.
7. Exhibit innovation by exploring creative solutions that add value, while being comfortable with taking calculated risks.
8. Recognize the value of diverse perspectives, fostering a collaborative environment.
9. Possess strong leadership and communication skills.
10. Demonstrate the ability to find efficient solutions to overcome barriers.
11. Possess excellent presentation skills.
12. Possess knowledge and experience in various aspects of business benefits.

Location and Travel:

1. Remote-based position located in Central or Eastern United States.
2. Travel up to 10% to visit customers or attend internal events.

Compensation 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

157,100.00 - 235,800.00 USD Annual

National Major Cities Plus, CA, CO, NY Metro Area

136,600.00 - 205,000.00 USD Annual

Regional Plus NY

122,900.00 - 184,500.00 USD Annual