Technical Account Manager

Summary

Join Cisco ThousandEyes as a Technical Account Manager (TAM) and provide proactive technical support to premium support accounts. You will be responsible for supporting a select number of named accounts during their business hours, collaborating with a 24x7 support team to ensure comprehensive customer support. As a TAM, you will work directly with customers to resolve issues, optimize their systems, provide training, and participate in proactive projects. This role focuses on technical expertise and customer success, not sales. We seek candidates with a strong technical background and experience in customer success, technical account management, or related advisory roles. The ideal candidate will be passionate about delivering excellent customer experiences and possess strong communication and problem-solving skills.

Requirements

• At least 5-7 years of support experience within a Network Support,Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
• At least 5-7 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. )
• Strong understanding of ISP, CDN, and cloud service provider networks
• Strong understanding of web technologies and VoIP applications
• Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
• Hands on experience with container administration tools such as docker and kubernetes
• Working knowledge in security, authentication, permissions, SSO
• Experience in administering Linux based operating systems
• Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
• Excellent verbal and written communication skills. Heavy focus on using data to articulate messages
• The ability to work effectively in a remote or virtual team environment
• Excellent presentation skills coupled with a strong leadership presence
• Excellent time & project management skills, with a focus on delivery
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
• Flexibility to handle critical cases after hours as needed

Responsibilities

• Technical 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
• Special projects as assigned

Preferred Qualifications

• Experience with Cloud/SaaS software products is highly desirable
• Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus