What You'll Do
In your role, you'll be tasked with offering technical mentorship and leadership to our team, delivering outstanding Design and Architecture consultancy to our strategic clientele. Your responsibilities will stretch from the office to on-site assignments, where you'll architect comprehensive multi-domain solutions and navigate the complexities of their implementation, overcoming key deployment hurdles.
You'll also be instrumental in coaching the L1/L2/L3 support teams, enhancing their capabilities in issue resolution and problem management, ensuring they're well-equipped to maintain service excellence. Your mentorship will be vital to ensuring successful customer outcomes throughout the full spectrum of the lifecycleOperate, Advise, Implement, and Optimize.
Your support will extend to addressing major concerns and issues from partners, setting the bar for service delivery that not only meets but anticipates the unique needs of our Service Provider sector customers and their evolving technology landscapes.
By ensuring seamless operational execution, you'll help customers achieve their goals and drive their success. Your thought leadership will also shape their technology strategies, influencing decisions and positioning our services as integral to their business growth and transformation.
Who You'll Work with
The Customer Experience (CX) Professional Services division at Cisco plays a pivotal role in helping customers embrace and advance new technology initiatives. Through a suite of services encompassing Advisory, Design & Implementation, as well as Operate services, we're at the forefront of technological enablement and transformation.
As a key member of the SP (Service Provider) Accounts Team within CX, you'll be directly involved in pioneering projects that leverage innovative technologies. Our team is essential in navigating the complexities of new tech, ensuring that it delivers value and operates seamlessly for our customers.
Who You Are
We're seeking a candidate with a solid 10-plus years of experience in solution design, deployment, and support within a Service Provider environment, specializing in IP Technologies and Solutions. A robust technical foundation in design, deployment, and incident management is crucial, ideally backed by hands-on experience with IP networks in the Telecom-SP sector.
The ideal candidate will be the go-to for critical customer issues, acting as a liaison to navigate business-impacting challenges. Holding a Cisco CCIE certification (R&S or SP) is non-negotiable, and an ITIL certification would be a significant plus.
Key responsibilities will include:
Streamlining customer issue resolution with effective use of tools and triangulation techniques.
Assessing requirements and formulating precise technical solutions for implementation.
Enhancing customer loyalty and satisfaction through exceptional service delivery.
Adding value during engagements with key partners, such as through QBRs and JBRs.
Upholding and advancing industry standards in service delivery and driving key performance metrics like SLAs and system availability.
Incorporating and advocating for Cisco's best practices in tools, automation, workflows, and processes to deliver consistent and replicable success to our customers.
Enabling and leveraging partner capabilities as an integral part of the customer experience.
Fostering strong relationships with customer sales leadership and Cisco partners to develop and carry out comprehensive 1-3 year account plans.
Aligning Cisco solutions with the customer's business imperatives.
Building and sustaining relationships with customer technical teams.
In a people management capacity:
Providing guidance and mentorship to the L1/L2/L3 support teams to ensure delivery excellence.
As an innovator and change advocate:
Acting as the voice of the customer within Cisco to shape engineering decisions, product quality, roadmaps, and service offer development.
The ideal candidate will be a strategic thinker with a knack for relationship management, communication, and a commitment to delivering Cisco's promise of excellence in customer service and innovation.
Why Cisco
#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 difference 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!
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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
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;
- 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.
