Support Acquisition Integration and Offer Strategy SME

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  • Location:
    RTP, North Carolina, US
  • Alternate Location
    San Jose
  • Area of Interest
    Business Strategy and Operations
  • Compensation Range
    139000 USD - 178600 USD
  • Job Type
    Professional
  • Technology Interest
    AI or Artificial Intelligence, Big Data, Analytics, Collaboration, Internet & Mass Scale Infrastructure, Internet of Everything, Networking, Portfolio, Security, Security and Observability, Service Provider, Services & Software, Webex (Collaboration)
  • Job Id
    1435298

Meet the Team

The Support Engine is a small senior,  self-driven team of specialists in automation and support tools to to enable world class support delivery.   We have two primary functions:  Automation to improve the quality of customer support while reducing costs and support tool acquisition integration - migrating acquired support teams from existing support tools to Cisco Support tools.    Migrating acquired company support teams to Cisco tools enables these teams to take advantage of Cisco’s automation and policies globally within our mature and best-in-class support organization.    Support Offers and differentiation of support plays a key role in both automation and migration of acquired teams.

Your Impact

The primary role for this function is to be both a strategist and an execution leader for migrating acquired companies to Cisco Support Tools.    This includes getting a deep understanding of the support teams current tools, policies, practices and automation and mapping those to Cisco’s.    The role requires an understanding of Commerce Tools (CCW, CCW-E),   our Support Entitlement approach,   Cisco Support Tools (CSOne, and SCM) and Cisco TAC policies and automation platforms.      With this combination of experience and knowledge this individual will partner with the Business Units and Cisco IT to define a migration strategy for each team.  Ultimately the learnings will lead to the creation of a Support Migration playbook which can be leveraged for any future acquisition.

This role is critical for managing costs,   providing a consistent support experience for Cisco Customer, Partners and internal stakeholders,  and for getting the most out of our Support Automation investment.

Primary responsibilities:

  • Understand and document the current state for SaaS Support teams for leverage by a larger working team
  • onboarding and authentication models as we’ll be bridging the product portal with IT systems
  • Create a strategy (working with a team) for migrating to Cisco Support Tools (SCM and CSOne) including entitlement, support offers, support policies & practices and automation
  • rollout strategy)
  • Document strategy decisions for clarity and reviews with the team (strong program management skills are key)
  • Leverage learnings to create a playbook and a set of strategy documents and templates to ease future migrations
  • Be the offer interlock SME for Collaboration and acquired SaaS team migrating to Cisco to align on support differentiation delivery and automation
   

Minimum Qualifications

  • Extensive knowledge of Cisco Support tools, policies and processes (10+ years of Cisco Support experience)
    •  
  • Entitlement, SCM/CSOne) and ability to understand complex IT architectures and integrations to Business Unit portals
  • Ability to see a strategy/goal and build a plan to get there and communicate that plan across teams . Able to drive & lead very complex projects and decisions across migrations projects that span 6+ teams. 
  • Senior level authority and confidence to drive outcomes when the Business Unit (product team) and IT may not agree on approach or design
  • Strong program management skills and attention to detail are essential.   Documenting strategies and decisions is key to getting a common understanding, as a plan of record and to leverage for the next acquisition

 

Preferred Qualifications:

  • Strong communication skills:  efficient,  no fluff,  gets to the point.  Ability to present to various levels and adjust content and detail to the audience spanning from Executives down to detailed IT engineers.
  • Fearless and unwavering.  Ability to navigate through setbacks and failures with a spirit of learning for the next one
  • Has a sense of urgency.  We need a doer, not just a talker.  We need someone who will get the work done, not talk about getting the work done.
  • Strong sense of customer  (will care about the UX,  ensure quality,  guide the team to good decisions for the customer)
  • High-verify,  attention to detail and rigorous follow up. 

 

 

 

#WeAreCisco (This is the Standard and cannot be changed)

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

 

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

 

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

 

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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