• Act as on-site primary technical point of contact for Calix Customer Success Support within this strategic account • 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 • Ensure Calix products are ready for deployment projects and planning projects according to new feature release cycles. • Support Customer on the deployment of Calix products within their network. • Take a proactive approach to identify and anticipate technical problems and establish communication channels, mitigating strategies to help Customer with its business continuity. • Provide troubleshooting and support as the subject matter expert in Calix technologies. • Diagnosing non-operational behavior and driving software resolutions with the Calix development team. • 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. • Collaborating on design and integration planning sessions. • Facilitating communication regarding technical support cases, bug cases, and release notes for technical planning regarding Calix software and solutions. • Manage Calix internal teams on Root Cause Analysis (RCA) and effectively communicate and drive closure with Customer stakeholders. • Provide technical input to the Technical Account Manager for quarterly business reports - detailing technical support cases statuses, trends, performance of Calix Technical Support, best practice reviews, and opportunities for innovation and improvements.