The application window is expected to close on: 3/31/2025.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The preferred work location for this role is RTP, NC with candidate available to be onsite up to 2 days a week.

Meet the Team

We are a team of high performing Operations Managers and Engineers with a customer success mentality delivering the best value for the customer. We support customers across all sectors under Global Enterprise Premier. The team’s goal is ensure the customers have the best experience working with Cisco. We have extensive, validated experience and team members continue to learn and share experiences to help each other excel. You will have the opportunity to work in a fun, encouraging, inclusive, dynamic and ambitious environment.

Your Impact

As the liaison between the customer and Cisco technical support, you will supervise everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you'll have the chance to make a difference in this stimulating role and work with driven Premier customers and financial services companies, ensuring they receive premium-level service at all times.

Your role will require you to:

• Write processes and procedures for customized support services.

• Ensure accurate delivery and sales of product and service solutions. Identify need for and assist with creation of customer training.

• Act as business driver to improve customer’s and Cisco’s internal operations.

• Understand customer’s internal business functions and culture.

• Project manage customer facing projects and internal sophisticated service improvements.

• Identify, build and maintain relationships with customer’s internal management.

• Act as single point of contact for operational issues.

• Coordinate technical issues and customer needs.

• Represent customer needs to Cisco post-sales support teams and applicable organizations.

• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel. (more info to be provided)

• Provide customers with updates on hot or advanced issues.

• Coordinate and conduct weekly conference calls to provide status reports to customer

• Build and present quarterly reports to customers with analysis of customer’s support needs.

Minimum Qualifications

• BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.

• Experience working as a team member in a multi-functional matrix environment.

• Knowledge of vertical market business trends and concepts.

• Understanding of pertinent software applications used for reporting and researching.

• Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations.

• Understanding of Cisco product and solutions.

Preferred Qualifications

• Proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).

• Experience with Pivot tables and macros.

• Strong project management skills.

• Strong influencing and negotiation skills.

• Strong critical thinking and decision-making skills and excellent presentation and communication skills.

• Strong understanding of Cisco’s internal business functions.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

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.