Leader, Customer Delivery- 1385843

The Business Entity
The Cisco Customer Experience Organization provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
The Team
Cisco CX Software Support Service team seeks a People Leader with expertise in Cisco Security Technologies to join a cross functional team and take a technical leadership role in delivering Customer Success services for Cisco Security technologies
What You'll do
Do you thrive in an environment that fosters teamwork and collaboration skills? We are looking for the next leader of our Software Support Services delivery team! As a member of this team, you will empower your team to provide extraordinary Customer Experiences for our key accounts across multiple verticals. You will enable both individuals and the team to meet our Customer Success goals, serve as the point of contact for team members with success management and procedural questions, and aid in minimizing the impact of complex and severe problems. Weekly duties include coaching your team toward individual achievement and career advancement, coordinating day-to-day team operations, interviewing potential new members of our teams, and crafting and implementing projects and procedures related to the rapid growth and maturing of the team. The manager of Customer Success will be encouraged to work with their peers to identify and develop their own professional skills
Our Software Support Services is a team of best-in-class technical gurus whose #1 focus is to help customers deploy, adopt, operate, and support their security products & solutions effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, strong customer satisfaction metrics, industry recognition, and employee satisfaction scores.
Who You'll Work With
The Software Support Service team is part of the Global CX organization and supports all Cisco Security technologies. We are now expanding our team in support of the growing Security market. Today, we're building creative teams that have the highest level of technical ability, innovation, and general analytical skills within the Global CX. On this team, you will collaborate with like-minded leaders & product experts in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.
Your Responsibilities

• Facilitate your team's ability to deliver a Customer Success service to help our customers Implement, Adopt & Optimize Cisco's security products & solutions.
• Advise your teams toward successfully addressing the most complicated and impacting customer challenges.
• Guide your team in coordinating troubleshooting efforts in security and other various network-related issues reported to us by customers and partners.
• Effectively communicate with third parties, such as customers, partners and service providers, both orally and in writing.
• Demonstrate your ability to build positive relationships by working with other CX and BE teams to understand support product issues, case trends, navigate procedural ambiguity, and address mutual challenges.
• Identify patterns and obstacles that affect productivity, raise awareness of such issues, and implement solutions to the problems.
• Coordinate with your manager to address the needs of new account intake, team capacity planning and growth
• Conduct weekly one on one meetings, periodically conduct performance reviews and advise in compensation changes.
• Encourage and give candid feedback and collect ideas from your team with regards to organization improvement.

Minimum Qualifications

• You've achieved a bachelor's degree in Electrical or Computer Engineering, Computer Science or have equivalent industry experience.
• Passion for learning and teaching Customer Success methodologies and strategies.
• Ability to focus on multiple high-profile customer and internal concerns at one time.
• Passion toward mentoring individual team members toward both short and long-term career goals.
• Deep understanding in account management, follow-through, and attention to detail.
• 2+ years of experience in managing 8-10 customer facing employees in a related field
• Customer Success, Cyber Security, Project Management, and SaaS certifications a plus
• You can demonstrate a knowledge and experience with Cisco Security products & related technologies
• You have excellent analytical skills on a broad range of Cisco platforms & tools
• Your written and verbal communication, and presentation skills are excellent.
• Effective planning, prioritization, and organizing skills are your primary attributes.
• A notable track record for crisis management skills.

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.
We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.