4 days old

Critical Escalation Manager CX Cloud Engineering

Cisco Systems Inc.
Austin, TX 78701

CXProdOps - Critical Escalation Manager

Who You Are

Take your career to the next level by joining a Cisco Customer Experience (CX) SaaS Ops Team that is supporting major business and technology transformations for our customers.

We are seeking an Escalation Manager in SaaS Operations who is experienced and motivated to work with stake holder like engineering, product management and support organizations to drive the solution proactivity to avoid Customer escalations. And also this individual who is high energy and self-motivated who is dedicated to exceeding expectations, be willing to contribute to team efforts and possess strong communication skills, in addition to possessing the following technical abilities:

o 7+ years account management, project management, escalation management and/or technical support experience

o Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at AppD

o Ability to effectively prioritize and execute tasks in a high-pressure environment

o Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams

o Proven knowledge of Escalations Management frameworks

o Negotiation, mediation and conflict management skills.

o Occasional weekend work as the business requires

What youll do:

The Escalation Manager will be responsible to lead and manage complex customer issues and situationsdriving them to resolution, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support, Operations, Services, Engineering and Product Management. S/he shall be a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he shall have strong communication skills to clearly articulate high-level technical solutions and drive technical decisions to solve challenging technical and business problems.

Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customer and internal key stakeholders.

Serves as the single point of contact for global teams on complex escalated issues.

Report and escalate efforts to resolve complex customer experience problems

Lead support response both with the customer and internally to key stakeholders and senior leadership.

Provide process improvement recommendations for improving customer experience

Analyze escalation trends and produce strategic recommendations to proactively address systemic issues

Review and refine Escalation Management process, protocols and dashboards

Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.

Work as one member of a global team. Be able & willing to assist in work originating in other regions and be open to handing off your work to your team members for follow-the-sun issues.

Engage with cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations.

Lead the escalation incident communication to customers and internal stakeholders

Nice To Have:

Knowledge of software development lifecycle

Bachelor's degree in Computer Science, MIS/CIS (or equivalent)

Strong financial and business sense, critical thinking, decision-making abilities

Who you'll work with:

  • The CX SaaS & SoC Operations, part of the CX Engineering seeks a highly motivated Escalation Manager to join some of the industry's brightest minds in supporting the platform and CX Applications that are being built and planned. You will work with the CX Applications and CX Platform team to make sure we provide world class Support for best Customer Experience. This is a critical role that requires us to work with various other organizations outside of CX.

Why Cisco

  • #WeAreCisco, where each person is unrivaled, but we bring our talents to work as a team and make a difference. Heres how we do it.
  • We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
  • So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.


Posted: 2020-11-20 Expires: 2020-12-20

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Critical Escalation Manager CX Cloud Engineering

Cisco Systems Inc.
Austin, TX 78701

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