Manager of Customer Success - EMEA

At Meraki, we are making IT easier, faster, and smarter by building technology that simply works! Our team is passionate about innovation and delighting customers which has enabled us to grow more than 100% year over year. Headquartered in San Francisco, our diverse and inclusive team has a growing international footprint with 7 offices across the world.
Cisco Meraki is looking for the next leader of our Customer Success team in EMEAR! 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.
Responsibilities
* Facilitate your team’s ability to build a Customer Success plan that is results driven, flexible to our customers’ needs, and rooted in a best practices approach.
* Advise your teams toward successfully addressing the most complicated and high profile customer challenges.
* Guide your team in coordinating troubleshooting efforts in wireless, security, switching, and other various network-related issues reported to us by Cisco Meraki 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 Meraki Teams to understand support case trends, navigate procedural ambiguity, and address mutual challenges.
* Build and maintain reporting tools that highlight team strengths and weaknesses.
* Identify patterns and obstacles that affect productivity, raise awareness of such issues, and implement solutions to the problems.
* Coordinate with your theater lead 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.
Qualifications
* 2+ years of experience in managing 8-10 customer facing employees in a tech related field
* Passion for learning and teaching Customer Success methodologies and strategies.
* Ability to focus on multiple high profile customer and internal concerns at one time.
* Mature and calm demeanor.
* 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.
* Customer Success, Project Management, Networking and SaaS certifications a plus
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, 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.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.