1+ months

AppD Customer Experience Manager - Premium Support

Cisco Systems Inc.
Richardson, TX 75080

Customer Experience Manager, Premium Support

AppDynamics SaaS Operations | San Francisco, CA


About Us

AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds.  Using AppDynamics, youll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale.


About the role

The Customer Experience Manager is a key role within the Premium Support organization. This role will be responsible for managing specific accounts experience through strong relationship building and technical knowledge. This individual will work as the primary point of contact, driver, and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in AppDynamics as the leader in Application Performance Management. The positions objective is to provide an industry leading customer experience for AppD customers in both a proactive and reactive manner.


Responsibilities

  • Become familiar with account background, key stakeholders, and their expectations of AppD. Ensure timely responses & communications to provide a high degree of customer satisfaction and confidence in AppDynamics.
  • Own and drive customers overall AppD support experience; provide a tailored, comprehensive, value driven customer experience.
  • Responsible for training customers on how to engage support, file ideas, and navigate the support portal.
  • Identifies proactive best practices to keep the account(s) in good standing.
  • Build strong relationships and engages customer support and engineering teams as needed to ensure an optimal AppD experience.
  • Manage escalations and customer and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction.
  • Drive continuous improvement and lessons learned process that prevents further escalations.
  • Generates weekly reports for customer and support teams.
  • Responsible for coordinating, crafting and delivering RCA documents for customers
  • Use CRM data to proactively identify issues that may require focused approach to resolution.
  • Basic understanding of development methodologies and technologies in one or more  of the following: Java, .NET, NodeJS, JavaScript
  • Basic understanding of the Distributed Architecture and Cloud based applications
  • Experience and familiarity with AppDynamics or other APM tools is a plus but not requirement.

Desired Skills & Experience

  • Has proven experience with Escalation management, Proactive management, and Account management skills at the Global IT Enterprise level.
  • Ability to multitask and work effectively under pressure and deadlines.
  • Willingness to work outside standard business hours when situations dictate.
  • Has both technical and functional expertise with CRM systems.
  • Has excellent communication skills, including verbal, written, and presentation skills with the ability to write customer facing updates and root cause documents.
  • Quickly understands the business issues and data challenges of Global Support organization.
  • Has experience building and managing virtual cross-functional teams.
  • 7+ years in Support leadership, Escalation management, and or customer facing support technical roles/account management
  • Effective relationship and team builder.
  • Proven ability to partner successfully with multiple teams and customers outside their direct influence.
  • Ability to work effectively with executive/senior management, cross-functional teams, internal customers, external partners, vendors, and end users.
  • Project/Program management a plus.
  • Related BA/BS or advanced degree preferred.
  • Able to travel to other locations and customer sites on occasion.


Perks

We know that the award-winning culture at AppDynamics is something to brag about, but here are more reasons that make you excited to get out of bed to come in the morning, like:

  • Medical, dental, vision coverage.
  • 401k match (4.5%)
  • Wellness perks (gym, hobbies, education, store discounts, personal finance).
  • 4 weeks paid time off (PTO), 5 days volunteer time off (VTO), 14 holidays (including 1 birthday PTO and 1 floating holiday).
  • Mandatory company shut down between Christmas and New Years.
  • Weekly catered breakfast and lunch, and all the snacks, fruits and drinks
  • Brand new state of the art office in downtown San Francisco, centrally located near BART, Caltrain, Muni, the ferry, and a bike share station
  • Free shuttle service and pre-tax commuter benefits

Just a note

Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of AppDynamics.

AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor.  AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance).  If your disability makes it difficult for you to use this site, please contact recruiting@appdynamics.com. AppDynamics participates in E-Verify.

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Posted: 2019-10-16 Expires: 2020-01-31

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AppD Customer Experience Manager - Premium Support

Cisco Systems Inc.
Richardson, TX 75080

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