AppDynamics Customer Experience Manager - Strategic Accounts

  • Location:
    Richardson, Texas, US
  • Area of Interest
    Business Development
  • Job Type
    Professional
  • Technology Interest
    Software Development, Testing
  • Job Id
    1369262

AppDynamics Customer Experience Manager - Strategic Accounts

Position Summary:

The Customer Experience Manager is a key role within the Premium Support team of AppDynamics, a subsidiary of Cisco. This role will be responsible for handling a number of AppD's strategic account(s) through positive relationship building and technical product knowledge. Works as the primary point of contact, driver, and customer advocate for technical issues, SaaS based incidents, and major projects. As the main client advocate this individual would apply cross-functional relationships to maintain and enhance customer confidence in AppDynamics as the leader in Application Performance Management. The position’s objective is to provide an industry leading customer experience for AppD customers by mitigating issues and ensuring they are properly handled when they ultimately arise.

Responsibilities

  • Owner and driver of customers’ overall AppD support and SaaS experience

  • Engages Support, Engineering and Product teams as needed to ensure an efficient AppD experience while maintaining positive internal relationships

  • Manage technical escalations between customer and internal support, engineering, and account teams

  • Be part of a global, follow-the-sun rotating on-call schedule to look after incidents (customer raised or SaaS related via internal monitoring) which occur outside of normal working hours

  • Ability to be flexible to provide a tailored, comprehensive, value driven customer experience

  • Become familiar with account background, key partners, and their expectations of AppD

  • Ensure timely responses & communications to deliver a high degree of customer satisfaction and confidence in AppD

  • Responsible for training customers on how to best engage support, file enhancement requests, and navigate the support portal.

  • Identifies new areas where the team can provide further value to our clients

  • Drive continuous improvement and lessons learned process that mitigates issues before they become critical

  • Responsible for coordinating, crafting and delivering RCA documents for customers

Desired Skills & Experience

  • 7+ years in technical support leadership, incident management, and or customer facing support technical roles/account management at the global IT Enterprise level

  • Broad understanding of development methodologies and technologies in one or more of the following: Java, NET, NodeJS, JavaScript

  • Familiarity of the Distributed Architecture and Cloud based applications

  • Ability to understand complex technical concepts and speak on them to clients and internal support/engineering teams

  • Experience and familiarity with AppDynamics or other APM tools are a plus but not a requirement

  • Willingness to work outside standard business hours when situations require

  • Has both technical and functional expertise with CRM systems

  • Has excellent communications skills, including verbal, written, and presentation skills with the ability to write customer facing updates and root cause documents in a way that is clear, simple, and easy to understand

  • Quickly understands the business issues and data challenges of global Customer Support organizations

  • Has experience building and leading virtual cross-functional teams

  • Effective relationship and team builder

  • Proven record of successfully partnering 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

  • ITIL and 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 get us out of bed every morning, like:

  • Medical, dental, vision coverage

  • 401k match (4.5%)

  • Wellness perks (gym, hobbies, education, store discounts, personal finance)

  • 4 weeks PTO, 5 days VTO, 14 holidays (including 1 birthday PTO and 1 floating holiday)

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference, powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take differences to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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