1+ months

Manager Solution Assurance

Cisco Systems Inc.
Boxborough, MA 01719

The Business Entity:

The Cisco Contact Center business unit is a global leader in contact center solutions. Our software portfolio enables businesses to provide world-class customer care to their customer base. The contact center industry is currently going through several major transformations: rapid transition from premises solutions to cloud-delivered solutions, and expansion of the role of customer care from providing operational efficiencies to providing excellent customer journeys. Cisco is investing heavily in both of these market transitions, including the acquisition of BroadSoft with its rich cloud contact center solution. Join the world leader in the Collaboration business group and the Webex Contact Center team as we execute the most aggressive growth plan ever.

The Team:

The Solution Assurance teams charter and role is to build confidence across all stages of solution delivery lifecycle to drive customer success globally, delivering on vision of becoming #1 in the market place. Execution of this vision requires driving higher customer happiness by ensuring right architectures are in place, managing critical customers and escalations, and technically enabling our partners and customers on our solutions. This responsibility will enable the business to demonstrate real world customer practices being incorporated into software development to improve product quality, serviceability, usability and reliability.

What you bring to the role:

As Manager, Solution Assurance, you will be responsible for leading CCBUs Solution Assurance organization for the Webex Contact Center portfolio. You will lead a team of success managers and provide strategic leadership towards managing adoption, deployment and support of the Webex Contact Center cloud platform by enterprises and service providers in addition to supporting the premises-based portfolio. You will champion the goals and strategies of the team into scalable processes, define the success metrics and then implement and execute on your ideas to provide outstanding business value and customer happiness. Serving as the post-sales owner for key customer accounts, you create successful client relationships to lead post-sales efforts through strong leadership, effective management, and steadfast problem solving in volatile environments.

In this role you work with your peers, engineering, site reliability engineering, product management and across organizational boundaries with sales, services, support, partners and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. The key to success in this role will be communicating effectively with internal and external teams, from C-Levels to front-line engineers.

This is a great opportunity for an experienced leader who is passionate and can navigate multi-level relationship management, maximizing program and feature adoption, alignment with standard methodologies and the delivery of the customers program goals and objectives. You will have large account management experience, be well versed in cross team coordination, have critical issue management expertise, be a well-organized dedicated professional and possess the ability to think strategically while executing tactically.

Responsibilities:

  • You will lead multi-site engineering team working on contact center deployments and being trusted advisors to ensure customer success.
  • You will Recruit/Retain a strong team of engineers, performance evaluation, salary planning and budgeting.
  • Provide mentoring, coaching to direct staff and indirect staff in order to grow talent to next level.
  • Provide mentoring, direction, and skills evaluation to team members to maximize individual engagement and develop their technical and client management skills.
  • Strategize and drive Customer Success Outcomes including goals around retention, drive higher product adoption, customer satisfaction and drive new business growth through World-class support.
  • Be responsible for all customer success activities including onboarding, training, customer and partner engagement.
  • Drive operational excellence by defining operational metrics for team, establish system for tracking metrics, creating a review culture and learning from data.
  • Be the Voice of the Customer and a strong advocate for your customers interests to the organization. Gathers customer product feedback and communicates with product management and engineering to shape the product development roadmap.
  • Owns escalation process and operations from Cisco TAC to BU. Diffuses customer conflicts effectively through rational and balanced resolution techniques often turning issues into opportunities to strengthen relationships
  • Align with Executive Team around key metrics and objectives. Maintain effective and structured communication channels with senior leadership team, global engineering teams and multi-functional teams such as sales, services, channels and our partner ecosystem.
  • Lead on-site customer meetings to review all aspects of customer success, including presentations to a large group of project partners

Minimum Skills:

  • BS or Masters in Computer Science, Telecommunications or Business with 10+ years of proven experience in Collaboration software applications, with specific experience in leading customer facing organizations.
  • Proven experience with service delivery and project management
  • Strong escalation and crisis management skills in IT services domain
  • Proven experience in definition and execution of strategic objectives.
  • Proven project and team management skills with emphasis on quality, execution and delivery.
  • Strong people management skills, leading by empowerment and engagement.
  • Ability to hire top talent, motivate teams.
  • Has demonstrated the ability to prioritize and execute tasks within projects with a sense of urgency in the face of numerous daily interruptions, ability to work independently and take direction from others.
  • Experience in multi-functional Engineering environment that requires working with multiple product teams.
  • Excellent communications (oral and written) and presentation skills, assertiveness and the ability to take discussions and open issues to closure, ability to communicate technical concepts to non-technical individuals such as executive leadership.
  • Technology leadership skills to include coaching/mentoring/teaching, critical thinking/judgment, facilitation, leading change, and team development
  • Results oriented: your success and ours will ultimately be measured by the numbers
  • Patience, empathy, a good listener, ability to understand customer needs
  • Able to work in a seamless team and liaise with other internal organizations such as Sales, Product Management, Customer Support, Professional Services, R&D and Operations

Preferred Skills:

  • Experience with Contact Center deployments and solution delivery.
  • Highly organized and detail-oriented. Servant Leadership culture.
  • Promote and cultivate team spirit and culture across the global team built on open communication, collaboration, teamwork, trust and integrity
  • A collaborative work style, innovative thinking, strong work ethic, and sense of humor
  • Willing to stretch limits, challenge status quo and take on new challenge

We Are Cisco

#WeAreCisco, where each person is unique, 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. 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 bold 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.

#LI-JS1

#LI-PRIORITY

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Posted: 2020-07-01 Expires: 2020-08-30

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Manager Solution Assurance

Cisco Systems Inc.
Boxborough, MA 01719

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