What You'll Do
As a Customer Solution Assurance Manager, you’ll handle adoption and deployment of the new Webex Contact Center by enterprises and service providers. Acting as a trusted advisor, partnering with multiple large customer accounts being fully responsible and accountable with handling customer relationships. You’ll get the chance to work with our customers to understand their business needs and be able to recommend services and enhancements that help achieve their objective. You’ll help them with service activation and training and get to own responsibility for expansion of the platform by developing and maintaining long term relationships with decision makers in your account portfolio to drive customer engagement and loyalty. We offer a very competitive salary based on experience as well as excellent benefits.
Who You'll Work With
Our Solution Assurance team enables businesses in the contact centre industry to provide outstanding customer care to their customers. The industry is currently going through major transformations from rapid on premises solutions to cloud delivered solutions. We drive higher customer satisfaction by ensuring right architectures are in place, handling critical customers and issues and technically enabling our partners and customers on our solutions. You’ll enable the team to harness real world customer practices being incorporated into software development to improve product quality, serviceability, usability and reliability. Your role is critical in ensuring that Cisco’s customer’s operations go uninterrupted, by working as part of a team of specialists in our customer care portfolio. You’ll be exposed to a variety of technologies and solutions being used by our worldwide customers, whilst working with engineering, product management and across organization boundaries with sales, services, support, partners and leadership to tackle customer problems and present use cases not yet covered, but faced by our customers.
Who You Are
You’ll need to have experience in some or all of the following
- Experience with contact center design and deployment, IVR or other related technologies
- Experience working with customers on gathering business requirements, defining desired outcomes, methods to achieve results, metrics to evaluate progress and continuous improvement
The minimum requirements for the role are:
- Experience with collaboration technologies such as chat, email, SMS etc, SaaS eg Salesforce and other CRM solutions, IVR design and development or other related experience with telecommunications
- Client management experience
- Project management tools and methodologies
- Travel to client site(s) expected (10-20%)
The following skills would be highly advantageous:
- Business intelligence and analytics eg Smartsheets, Tableau, Kibana to analyse data and derive meaningful insights
- Experience working on DialogFlow and AI technologies, web service integrations, telephony networks, voice protocols such as SIP and telephony endpoints
- Ability to pre-empt and coordinate advance planning, coordination and people management in order to achieve project deliverables
Why Cisco
#WeAreCisco where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but in addition we’re a software and SaaS company. And a security company. A blockchain company. An AI/Machine Learning 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!
Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves - giving back is built into our DNA. We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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. Button shirt and tie? You look great.
