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Technical Customer Success Manager, Calix Managed Services

Company: Calix
Location: San Jose
Posted on: December 5, 2019

Job Description:

Calix Managed Services Remote - USA THIS IS A REMOTE-BASED POSITION LOCATED IN THE TEXAS OR FLORIDA REGIONS. This position will be responsible for managing the services support strategy of multiple Calix Managed Services (Vantage) customers. This position will act as an extension of the customers operations team, collaborating with all levels within this strategic account to understand their business objectives, and provide proactive recommendations to improve their network and operations team performance. This position will be an escalation point for the customer as well as providing planning recommendations and analyzing trend information to recommend proactive activities for overall improvement. Responsibilities * Act as primary technical point of contact for Calix s Managed Service organization, on multiple accounts . * Achieve SME level of knowledge on Calix products for assigned accounts. * Ensure effective and timely communication between the customer and the Calix extended teams * Collaborate with customer, internal and 3rd party stakeholders on technical and non-technical issues. * Lead discussions and technical whiteboard sessions with customers and provide results by developing and delivering executive level presentations. * Maintain both internal and external action item registers for major initiatives as well as operational issues within these accounts * Drive internal cross-functional Calix teams to address issues in a timely manner. * Create a monthly/quarterly report card measuring Calix performance at these accounts * Identify areas within the customer engagement model that can be addressed to improve overall customer satisfaction within these accounts * Work with customers to understand and document their business and technical requirements * Coordinate with Calix Sales Engineers and Account Teams to align with customer strategic initiatives * Plan customer training and support activities * Qualifications * BS/MS in Electrical Engineering, Computer Engineering/Science, or equivalent * 6+ years experience in technical customer service, professional service or consulting environments * CCNA/CCNP/JNCIA/JNCIP or equivalent desired * Fluent in Spanish * Experience with Routers and routing protocols, Switching protocols, Access Systems, Voice switches, Video services and GPON systems (does a SD need all of these talents?) * Knowledge of 802.11, SDN/SDA, MPLS, MEF, NG-PON2, DHCP, AAA, Firewalls, Netflow, OSS/EMS, SNMP, Cloud Computing, Scripting, and/or Linux (or all of these since we are not involved with the day-to-day troubleshooting) * Experience with IPTV, VoIP, and Data deployments on fiber GPON access systems a plus (or this) * Network engineering, design, and integration experience * Familiarity with the Calix product portfolio or similar telecom technologies a plus * Ability to quickly establish credibility with primary business customer as well as technical professionals * Previous work on multiple large-scale complex projects with diverse network technologies * Self-managing (autonomous, detail-oriented, organized, creative) * Proven history of excellent follow-through skills * Top notch analysis, problem-solving and decision-making skills * Strong collaboration, negotiation and diplomacy skills * Excellent written and verbal communication skills, including ability to present and lead discussions from the executive to the developer level * Location(s): * Remote - USA (Texas or Florida) * Posted 19 Days Ago Full time R-5749 Building platforms that connect everyone and everything is more than our mission - it s our inspiration. At Calix we build solutions that connect th world. However, creating networks of the future require more than breakthrough technologies , it requires the outstanding individuals who make this possible. Every day we embrace a challenger-mindset and show up with a purpose to inspire our peers and our customers to achieve things that haven t been done before From California to China you ll find creative colleagues who are clear on their roles and committed to creating value for our customers, our company, and each other. To learn more, visit the Calix web site at ************* If you are a person with a disability needing assistance with the application process please email ************************* or call ************** . Calix is a Drug Free Workplace.

Keywords: Calix, San Jose , Technical Customer Success Manager, Calix Managed Services, IT / Software / Systems , San Jose, California

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