Remote Technical Account Manager

Summary

Join Cisco ThousandEyes as a Technical Account Manager (TAM) to support premium support accounts, work closely with the 24x7 support team, and provide select account premium support. The TAM will be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift.

Requirements

• At least 3-5+ years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
• At least 3-5+ years of working directly with customers, within a technology company
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
• Experience with Cloud/SaaS software products is highly desirable

Responsibilities

• Support - Work break-fix issues with customers. Escalate to support team as required
• Optimization - Optimize customer systems to ensure peak performance
• Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement
• Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
• Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region
• Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
• Projects - Project manage many projects concurrently understanding current and future action items

Benefits

• Quality medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday
• Up to 20 days of Paid Time Off (PTO) each year
• Paid time away to deal with critical or emergency issues without tapping into their PTO
• Additional paid time to volunteer and give back to the community
• Employee Stock Purchase Program