Note: The job is a remote job and is open to candidates in USA. Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era. The Technical Account Manager (TAM) role is a proactive support position responsible for managing premium support accounts, optimizing customer networks, and ensuring a seamless customer experience.
Responsibilities
- Support - Work break-fix issues with customers. Escalate to support team as required
- Optimization - Optimize customer systems to ensure peak performance
- Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement
- Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
- Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region
- Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
- Projects - Project manage many projects concurrently understanding current and future action items
Skills
- At least 6-8 + years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
- At least 6-8 years + of working directly with customers, within a technology company
- Bachelor's degree in Computer Science or a related field, or equivalent working experience
- Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
- Experience with Cloud/SaaS software products is highly desirable
- Strong understanding of ISP, CDN, and cloud service provider networks
- Strong understanding of web technologies and VoIP applications
- Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
- Hands on experience with container administration tools such as docker and kubernetes
- Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus
- Working knowledge in security, authentication, permissions, SSO
- Experience in administering Linux based operating systems
- Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
- Excellent verbal and written communication skills. Heavy focus on using data to articulate messages
- The ability to work effectively in a remote or virtual team environment
- Excellent presentation skills coupled with a strong leadership presence
- Excellent time & project management skills, with a focus on delivery
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
- Flexibility to handle critical cases after hours as needed
Benefits
- Medical, dental and vision insurance
- A 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short and long-term disability coverage
- Basic life insurance
- Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
- 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
- Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- Annual bonuses subject to Cisco’s policies
- Performance-based incentive pay on top of their base salary for employees on sales plans
Company Overview