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FedRAMP Support Manager

Cisco Meraki

Location: Remote - US only

Job Type: Full time

Last updated

Men
16%
Women
Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

Cisco Meraki is looking for a passionately caring and dedicated customer-focused individual to lead our US Based FedRAMP Support Team! This leader will cultivate a newly formed support team as they provide indispensable support our US Federal customers. Additionally, they will be in charge of scaling this team to meet demand as the customer base expands. Experience forming teams and leading remote engineers across multiple time zones is essential. The short-term focus will be on ramping up the team to provide 24x7 support from the US, establishing processes, and providing suggestions to improve our initial product offering. If you are excited to share your leadership skills to build a brand-new team as we enter the US Federal Market, then this role may be a magnificent fit!

Responsibilities

  • Ally with our Meraki's Engineering and Product Management teams to build relationships and create effective partnerships
  • Impart mentorship and guidance to team members
  • Ensure adequate coverage and staffing levels while accounting for PTO and regional holidays
  • Set expectations and drive prioritization of customer issues raised by our account teams
  • Conduct team meetings, one on ones, career conversations, and performance assessments
  • Drive the hiring process as the team ramps up and continues to expand
  • Identify and arrange for training needs related to knowledge gaps and new product features
  • Define, report, and share performance metrics and expectations
  • Build and update policies and procedures as defined by the requirements of the FedRAMP product teams and from the day-to-day work as reported through our Support Team.
  • Participate in an On-Call rotation to serve customers on non-business days

Qualifications

  • Outstanding written and verbal communication skills (English language)
  • Exceptional customer service skills
  • Experience leading a remote, distributed team responsible for supporting enterprise-class customers on a cloud-based security solution.
  • Possess deep technical skills and a detailed understanding of Meraki and Umbrella products
  • Candidate is a US Person located on US Soil

Why Cisco Meraki

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

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.

Cisco Covid-19 Vaccination Policy

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.