Calix Inc.

Solutions Engineer

US-FL-Orlando
Job ID
4230
Category
Professional Services
Position Type
Full Time

Overview

*** Role based in Orlando, Florida ***

 

We at Calix wake up every day and think about one thing – the best way to connect the device-enabled subscriber and the cloud-enhanced Internet of Everything. It’s a noble cause, and one that we share with a finite group of communications service providers (CSPs) around the world whose networks and software define the broadband experience of subscribers everywhere. As the leading provider of innovative communications software, systems, and services to these CSPs, our role is to provide the vision, the insights, and the solutions to enable them to be the service provider of choice to their subscribers.

 

This formula has worked. As Calix Software Defined Access and Calix Cloud innovations and value-added services enable our customers to transform their businesses and be the winning CSPs of tomorrow, they reward us with double-digit growth and extraordinary loyalty. It’s a virtuous cycle, and as a half-billion dollar start-up, it’s one that is just getting started.

 

Do you share our passion and want to learn more?

 

Purpose:

 

This position will be responsible for managing the support of a strategic customer account and coordinating initiatives such as the roll out of new products or solutions or to manage sensitive account issues. Collaborate with all levels within this strategic account to understand their business objectives, resolve issues in a timely manner and ultimately ensure the customer is satisfied with the overall support provided by Calix. This position will be responsible for driving customer initiatives within the Calix extended teams to ensure proper focus and accountability are delivered.

 

Our hire will begin as an individual contributor reporting to the VP of Customer Service and possibly evolve over time to manage multiple individuals performing the same role across several strategic accounts!!!

 

Responsibilities

  • Act as primary point of contact for Calix customer service within this strategic account
  • Ensure effective and timely communication between the customer and the Calix extended teams
  • Collaborate with customer, internal and 3rd party stakeholders (technical and non-technical), leading discussions, technical whiteboard sessions, and the creation and delivery of 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
  • Project manage major initiatives such as new products or solutions
  • Create a monthly/quarterly report card measuring Calix performance at these accounts
  • Continue to 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
  • Communicate project status effectively at both the executive and developer levels
  • Plan customer training and support

Qualifications

  • BS in Electrical Engineering, Computer Engineering or experience that will outweigh the degree.
  • 8+ years experience in customer service, professional service or consulting environments
  • Experience working with large tier 1 and tier 2 telecommunications service providers
  • Access industry experience
  • Hospitality segment knowledge is not required, but would be ideal
  • Experience with IPTV deployments on both copper DSLAMs and fiber GPON access systems
  • Ability to quickly establish credibility with primary business customer as well as technical professionals
  • Familiarity with the Calix product portfolio or similar telecom technologies a plus, including FTTx, xDSL, IP, voice, etc.
  • 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: Orlando, Florida

 

EOE

 

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