Customer Solution Assurance Manager
Location:North Sydney, NSW, Australia
Area of InterestCustomer Experience
Technology InterestCollaboration, Video
The Business Entity:
The Cisco Customer Care 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 to 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 Customer Journey Team as we execute the most aggressive growth plan ever.
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 satisfaction 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 leverage real world customer practices being incorporated into software development to improve product quality, serviceability, usability and reliability.
Our software product is run by who of Fortune 500 customers and service providers. Our customers expect, and get, uninterrupted continuous operation. Your role is critical in ensuring that Cisco's customer's operations go uninterrupted. You will work as part of a team of experts on different products within Cisco's Customer care portfolio providing critical troubleshooting and consulting services to Cisco's collaboration customers. The opportunity exposes you to a variety of technologies and solutions that are being used by huge number of customers worldwide.
In this role you work with your peers, 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.
What you bring to the role:
As a Customer Solution Assurance Manager, you join our team to manage adoption and deployment of the customer journey platform by enterprises and service providers.
You will be responsible and fully accountable for managing multiple large customer accounts serving as "trusted advisor" on the Webex Contact Center.
You are also expected to coordinate internal resources in order to deliver improved business results on behalf of the clients through new and existing services. The position requires frequent communication with internal teams regarding client status, new opportunities and resolution of problems and issues.
You are a key partner with field account teams in managing customer relationships.
A successful candidate should have a strong presence, strong sense of ownership in driving escalations to resolution and be able to think on their feet while meeting with clients. They will leverage an ability to quickly grasp new use cases and acquire new platform knowledge through independent study, as well as through interaction with other team members. The candidate will be able to discuss technology through the language of business, know when to be more or less detailed, and evoke confidence in our solutions and technology to help remove any barriers a customer might encounter.
Technical Account Management: Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives. Reports regularly to Management on client status.
Service Activation and Training: Coordinates internal resources to activate new services on behalf of client. Acts as subject matter expert to train customers, partners and internal employees on the technical details and value of the Cisco Customer Journey Solution Suite. Contribute thought leadership and best practice, both internally and externally around client engagements
Sales Enablement: Own responsibility for expansion of the Cisco Customer Journey Platform. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Deliver successful customers maintain customer relationship to ensure customer loyalty.
Engineering Empowerment: Works closely with Product Line engineering groups across Cisco. Identify use cases not yet covered by our current platform/Patterns on issues faced by customers and submit them to product management. Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer success. Provide timely executive summary status reporting to management.
7+ years related experience preferred
B.S or Masters in Business or Technical degree
Solid and proven client management experience
Excellent people management and relationship management skills
Excellent verbal and written communications skills
Strong understanding of project management tools and methodologies
Ability to understand client's business needs and recommend solutions that meet them
Willing to stretch limits, challenge status quo and take on new challenges.
Travel to client site(s) expected (20-40%)
Experience with business intelligence and analytics solutions, preferably in the Contact Center/ Telecommunications Environment
Ability to pre-empt and coordinate advanced planning, coordination and people management in order to achieve the project's deliverables
Ability to multi-task and prioritize external and internal customer needs along with project tasks
Strong interpersonal, analytical and organizational skills
We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re 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 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, 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.