ThousandEyes - Scale Specialist II
Location:Offsite, Mexico City, Mexico
Area of InterestSales - Services, Solutions, Customer Success
Who We Are
The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.
What You’ll Do
As a Global Scale Specialist (GSS) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies. As part of this exciting role, the GSS will lead a portfolio of Thousand Eye’s highest volume customer segment. By leveraging technology, team-building, and data-driven programs, the Global Scale Specialist will efficiently drive adoption through one on one and one on many customer engagements. This team is responsible for a majority of the customer lifecycle: implementation, customer enablement, escalation management, and account planning.
Specifically, You Will...
Ensure success of the customer journey as measured by adoption and health scores
Communicate objectives and ensure timely delivery of solutions
Provide regular reporting on customer health and utilization
Develop customer engagement programs at scale (webinars, digital onboarding, etc.)
Provide consistent customer engagement via manual and automated touchpoints
Developing long-term relationships with your ThousandEyes customers
Become a trusted adviser for the partners and operational teams via the ThousandEyes platform
Forecast and track key account metrics
Help drive customer renewal
Assist with high severity requests or issue escalations as needed
A standout 'customer first' attitude
Outstanding communication and problem-solving skills
Excellent listening, negotiation and presentation skills
Strong proficiency in written and verbal english
Proven background in lead generation and prospecting
At least 3 years of professional experience in account management or similar
Ability to work with various business units
Proficiency with CRM tools (salesforce, Gainsight, etc.)
Data-driven and strong analytical background
Highly organized with outstanding follow-up skills
Technically adept, understanding of software and how businesses use software
Passion for cloud technologies
Experience in creating and delivering presentations
Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
Previous Saas experience
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
#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 differences to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.
We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.
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.