Lead Technical Adoption Engineer
Location:RTP, North Carolina, US
Area of InterestTechnical Support
Technology InterestCollaboration, Video
Lead Technical Adoption Engineer
The Webex team is looking for a rockstar at managing mission-critical customers to drive collaboration, adoption and communication while ensuring excellence at every phase to add to our growing team. As the liaison between the customer and the Webex Business Unit, you will track everyone and everything that touches the collaboration experience driving improvements, modernization and stellar customer experiences.
As a lead, you will be assisting our largest customers with some of their biggest transitions, and act as a subject matter expert for your teams.
What You’ll Do:
-Understand your aligned customers’ internal business functions and culture.
-Identify, build and maintain relationships with customer's internal management.
-Act as single point of contact for operational/technical issues.
-Partner closely with the Webex Customer Success organization to support critical customers as a technical subject matter expert on Collaboration technology.
-Review customer business needs along with the Webex CSM and help design a bespoke technical adoption solution to meet their collaboration needs.
-Ensure proper delivery/adoption of product and service solutions.
-Review configurations for Webex Meetings, Teams and Devices, as well as on-premise device deployments including troubleshooting of issues that arise from investigations or are reported by the customer.
-Engage customers to define a custom collaboration journey to aid administrators in deploying the Cisco Collaboration portfolio to the fullest potential.
-Drive customer updates regarding escalated issues.
-Author processes and procedures for customized support services.
-Identify need for and assist with creation/delivery of customer training.
-Project manage customer facing projects and internal service improvements.
-Act as business driver to improve customer experience and track requirements back to Cisco's internal operations.
-Coordinate and conduct regular cadence touch points to provide status reports to customer.
-Monitor or participate in critical events with customers, including major upgrades, critical incidents, product launch events, or high priority troubleshooting events.
-Available for customer onsite visits as required to build relationships, address systemic issues, or support critical events.
-Conduct training sessions with Customer Success and Technical Adoption teams on various technical subjects.
-Proactive Support utilizing customer information such as environment, software configuration, and operation workflows, to provide the following:
-Technical consultation for any operational safeguards against known issues and
changes that may affect operations and availability of the software.
-Consultation for planned product changes that may affect availability of software or its
-Consultation to help planning for upgrades, expansion and migration for any
necessary deployment growth.
Who'll You'll Work With:
Our team is focused on driving customer experience by driving organizations to modern practices in an evolving collaboration portfolio. Today, we are building a high performing team that is tightly engaged with our clients, understand their business imperatives and orchestrating the execution of our services to meet our client’s business needs. As a team, we collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.
Who You Are:
The ideal candidate possesses superior project management, communication and technical skills. You can also demonstrate the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure. You have the perfect mix of technical expertise with the Collaboration portfolio, and an amazing ability to work with critical customers in the most frustrating of situations. Project planning, implementation, and tracking are a must as we often work through both collaboration expansion and service improvement plans for customers affected by systemic issues. You will also have the ability to work cross-functionally; networking with engineers, leadership, account teams, support, sales teams, and customer success to ensure the customer issues are resolved holistically.
Skill Requirements Include:
-Strong project management, influencing and negotiation, critical thinking and decision-making skills.
-Deep technical expertise in Webex Meetings, Webex Teams, Webex Devices.
-Experience with best practices for Webex cloud collaboration architecture, including Webex Hybrid Services, Webex Calling.
-Understand Webex best practices for migrations from on-prem architecture to Webex cloud collaboration.
-Ability to work as a team member in a cross-functional environment.
-Knowledge of vertical market business trends and concepts.
-Understanding of network topology.
-Must have excellent troubleshooting skills.
-Must have amazing customer management expertise.
-Must have excellent oral communication skills.
-Must have excellent written ability.
-Must be able to make quick decisions and follow through with action.
-Must be able to follow defined policies and procedures.
-Must be able to work independently.
-Must be able to work in a team environment.
-Must be willing to work flexible hours including on-call.
-Basic knowledge of debugging SIP interoperability issues by analyzing CUCM and CUBE logs.
-Basic knowledge of on-premise collaboration technology architecture best practices, including CUCM, CMS, VCS, TMS.
-CCNA or equivalent networking knowledge highly desired.
-BS/BA degree or equivalent plus 3-5 years related customer support experience, project management experience or business experience.