Lead Licensing Specialist (1380905)
Location:RTP, North Carolina, US
Area of InterestCustomer Experience
Technology InterestInternet of Everything, Networking, Security, Service Provider
The Global Licensing Operations team is responsible for assisting Cisco customers and partners with their licensing needs and solving issues they might encounter while obtaining and/or managing their product licenses. We are looking for a Lead Licensing specialist to join the team and participate in the transformation of Cisco's licensing portfolio.
Who You Are
As a Lead Licensing Specialist, you will provide licensing technical support for Cisco internals, partners and/or customers worldwide. This is a customer facing position reporting to the Service Delivery managers.
As a Lead licensing specialist in our world-class team, you will develop an in-depth knowledge of the Line of Business supported while providing tactical support for customer concerns and owning critical issues. On some occasions you will be the last point of escalation to resolve customers’ more complex issues.
You will interact regularly with global counterparts to share new acquired knowledge, address ongoing challenges and provide solutions to issues.
Furthermore, as a Lead Licensing Specialist, you will see opportunities to streamline and improve the customer experience, always looking at ways to evolve our Service Delivery. This will also include partnering with Strategy and Readiness on new services introduction and service validation and working with the training design team on training development.
You will act as the primary support contact for the other licensing specialists, guiding and coaching when necessary.
You will be the primary POC for SDMs for high-touch, executive-level critical issues.
Excellent communication skills
Builds strong team relationships with other Licensing specialists, Sales team members, and product management team members and other organizations within CX and Cisco.
Strong focus on the customer experience and driving a positive customer outcome.
Accountable for swiftly engaging and addressing customer needs and critical issues on escalated cases and demonstrate a sense of urgency. Leads with a sense of urgency.
Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident.
Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.
Technical Skills: Cisco's licensing models, Cisco product knowledge
Ability to quickly learn and implement new concepts and provide constructive feedback.
Continuous improvement attitude & ability to strategically contribute to innovation and improvement opportunities.
Ability and willingness to share knowledge with peers and other teams.
Ability to coach and teach others
Deliver licensing support to partners and/or customers.
Take ownership of resolving moderate to highly/critical complex problems, depending on the customers' needs; often being the last level of critical issues
Share knowledge with peers and others in the organization.
Advance issues/problems to the responsible parties for product/process enhancement.
Work closely with colleagues and other teams to achieve common goals.
Strive to achieve technical excellence and expertise.
Participate in root cause analysis when required, identifying knowledge gaps and contributing to their remediation.
Onboard and train new team members on licensing specific topics.
Identify knowledge gaps at group or individual level and coach other team members when required.
BA / BS degree or equivalent
English fluency - Verbal and written
2+ Years Experience interacting with customers and partners
Eager learner, both capable and interested to develop in-depth knowledge of business you support along with higher level knowledge of other services supported in the organization
Able to understand and drive alignment to associated business teams, strategy, and key initiatives
Proactive in identifying and responding to customer needs and critical issues, while continuing to meet performance goals
Consistent track record on both leading and participating in collaborative work efforts, across theatre and work function, to deliver effective outcomes
Coaches, teaches and mentors more junior members of the team.
- 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)
#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 difference 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.
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.