Senior Customer Success Manager / Technical Account Manager

Owned strategic and technical relationships for high-value broadband service provider accounts on the Calix cloud platform. Served as a trusted advisor to customer executives and operations teams, building success plans tied to business outcomes and driving adoption of Calix Support Cloud and full license utilization.

Used Salesforce, Microsoft Copilot, and Claude to analyze usage, trends, and account history, producing ROI-focused QBRs and identifying product opportunities that supported renewals and expansion. Led customer-facing communications for critical technical escalations and brought structured customer feedback to Product and Engineering to develop new platform use cases.

Turned around an at-risk regional fiber provider through a targeted success plan and enablement sessions, resulting in renewal and expansion into an additional network management SaaS product.

Managed post-sale success for high-value broadband service provider accounts on the Calix cloud platform. Developed account-specific success plans aligned to customer business outcomes and promoted adoption and utilization of platform capabilities.

Partnered with Sales, Support, Engineering, and Product to manage account health, support renewals and expansion, address technical concerns, and communicate customer requirements. Prepared data-driven executive business reviews using account usage, trends, and customer history.

Directed a 110-person technical support organization and acted as the final escalation point for high-severity incidents. Coordinated with Engineering and cross-functional teams to restore service while keeping customers and leadership informed.

Analyzed KPIs, ticket trends, and technical data to identify recurring issues and implement process improvements that increased resolution efficiency. Built staffing models and long-range plans to meet strict SLAs, while coaching supervisors and staff on troubleshooting and customer communication.

Led five Business Analysts embedding Pegasystems workflow automation into business processes, translating business requirements into completed technical deliverables.

Directed 10 UAT testers in a mixed Agile and Waterfall environment for the Field Operations portfolio. Owned test planning and release readiness and partnered with automation teams on system and API testing using SoapUI, Postman, and AccelQ.

Served as Platform and Project Manager for the Desktop Strategy division. Used operational data to optimize agent tools and workflows.

Supervised 34 technical staff, including 22 Fiber Network Technicians and 12 contractors. Led Tier 2 triage, complex fault isolation, and outage restoration across the fiber network.

Standardized operations across ten technical support centers by authoring Methods & Procedures. Managed system release projects supporting technical support operations.

Resolved complex network provisioning fallout and performed root cause analysis for FTTP network outages. Supported fiber network operations and service restoration activities.