Support Customer Experience Product Manager

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of critical thinking and the grit to implement the next best action.

About the role:

• Are you passionate about Customer Experience (CX)? Do you have a strong curiosity about networking or Cloud technologies?

• We're looking for a purposeful, well-organized, and influential teammate to sustain the next generation of Cisco Meraki Support as we expand to new markets and larger customers.

• You will be working alongside and embedded with our Support enablement and program management teams, and you’ll directly feel the positive impact that your work has on our customers!

• A typical work week might consist of:

• Putting the final touches to next year roadmap before your planned presentation to Support Leadership

• Collaborating with Cisco Marketing and CX to understand how a new Cisco offering may impact our existing processes

• Meeting with a Support Senior Manager to get resources with special skills for a small scale proof-of-concept

• Revising backlog priorities after project delay was uncovered

Primary responsibilities

50% Product Management

• Discover the customer journey throughout Support, anticipate and identify gaps in the customer experience with technologies sitting at the intersection of Cisco and Meraki products and services

• Define the vision to augment the Support Customer Experience strategy and get Senior leadership on board by developing strategic plans, roadmap and positioning

• Collect data to prove or disprove assumptions or possible directions and build data dashboard to identify trends

• Strengthen our relationship with Cisco teams to achieve agreed-upon goals, and evangelize our strategy to facilitate discussions

• Build and keep up-to-date all product-related documentation (including the Product Support model PRD, decisions, decks and status updates), author epics, and drive agile product planning