Careers

Calix

Customer Service Manager - Major Accounts

Description:

Overview:

This position will be responsible for managing the support of strategic customer accounts and coordinating initiatives such as the roll out of new products or solutions or to manage sensitive account issues. Candidates will collaborate with all levels within these strategic accounts to understand their business objectives, resolve issues in a timely manner and ultimately ensure the customers are 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. This position will begin as an individual contributor reporting to the VP of Customer Service and 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 these strategic accounts
* Ensure effective and timely communication between the customer and the Calix extended teams
* 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

Qualifications:

* BS in Electrical Engineering or Computer Engineering
* 10+ years experience in customer service, professional service or consulting environments
* Experience working with large tier 1 and tier 2 telecommunications service providers
* Experience with the access market segment
* 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
* Ability to work on multiple large-scale complex projects with diverse network technologies
* Ability to expertly lead and manage diverse and decentralized teams
* Self managing (autonomous, detail-oriented, organized, creative)
* Proven history of excellent follow-through skills
* Excellent analysis, problem-solving and decision-making skills
* Strong collaboration, negotiation and diplomacy skills
* Excellent written and verbal communication skills

EOE

Job Location(s):

Minneapolis,MN,US

Boston,MA,US

Petaluma,CA,US

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