Manager - Customer Delivery

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1316335

What You’ll Do

The CX Centers team in Mexico City is seeking managers to lead teams of skilled engineers who respond to complex project engagements delivering technology implementation. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.  Openings are in Professional Services on the Migrations, Data Center, and Service Provider Stripe.

Responsibilities Include:

  • Managing the activities of a skilled engineer team with responsibility for results in terms of customer service satisfaction.
  • Building high performance teams and develops people, creating a shared vision
  • Workload management among team members, including implementation of innovative case management techniques.
  • Participating in cross-functional projects involving Cisco's product or service offerings.
  • Handling escalations and assuming ownership for the end-to-end customer experience.
  • Serving as a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.

 

Who You'll Work With

CX is a team of extraordinary technical guides whose #1 focus is to deliver premier customer experience. We help take on the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

Who You Are

The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Required:

Prior experience with Financial Customers

  • Effective and demonstrated people management, leadership and conflict management skills.
  • Skilled at building high performance teams, developing people and creating a shared vision
  • Experience of improving productivity and efficiency in processes
  • Demonstrates strategic and tactical skills in the area of operational excellence
  • Extraordinary ability to work cross-functionally and building business partnerships with customers
  • Experienced in identifying complex issues and resolving complex problems impacting strategic direction of the organization

Preferred Skills/Experience:

  • Professional Services Delivery background is advantageous

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