Licensing Specialist

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1380930

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 Licensing specialist to join the team and participate in the transformation of Cisco's licensing portfolio.


Who You Are


 As a licensing specialist, you will be providing licensing technical support for Cisco internals, partners and/or customers worldwide. This is a customer facing position reporting to the Regional Service Delivery managers. 

As a 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 licensing specialist, you will identify opportunities to streamline and improve customer experience, always exploring 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.  


 
Skillset:

 

Excellent communication skills

 

Builds strong team relationships with other Licensing specialists, Sales team members, 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. Leads with a sense of urgency. 

 

Effectively troubleshoots problems independently or 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 mindset & ability to strategically contribute to innovation and improvement opportunities. 

 

Ability and willingness to share knowledge with peers and other teams.



Deliverables:

Deliver licensing support to partners and/or customers

Take ownership of resolving moderate to highly/critical complex problems, depending on the customers' needs

Share knowledge with peers and others in the organization

Escalate issues/problems to the responsible parties for product/process enhancement

Work closely with his colleagues and other teams to achieve common goals

Strive to achieve technical excellence and expertise



 Preferred Qualifications

BA / BS degree or equivalent

Verbal and written English fluency

2+ Years Experience interacting with customers and partners

Eager learner who is passionate with developing in-depth knowledge not just of the line of business supported, but a desire to expand that knowledge across other services supported in the organization

Ability to understand and drive alignment to associated business teams, strategy, and key initiatives

Proactively identify and respond to customer needs and escalations, while continuing to meet performance goals

Proven track record on both leading and participating in collaborative work efforts, across theatre and work function, to deliver effective outcomes

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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