Critical Accounts Manager - Customer Assurance Program (CAP)

Cisco Careers Sunol, CA 2019-07-11

Why you'll love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You'll Do

Cisco's Customer Assurance Program sets the industry standard in anticipating and solving the critical customer problems no one else could. We provide superior escalation expertise and ownership in solving and preventing critical problems for our customers and Cisco.

**This role may require travel up to 50%

Who'll You'll Work With

The Critical Accounts Program is the highest level of escalation in the company. CAP Managers do "whatever it takes" to drive resolution on critical problems when normal escalations are no longer meeting the customers' expectations of Cisco. CAP Managers are fully empowered to truly influence outcomes for our customers and change the way they view Cisco.

Who You Are

Cisco is seeking a Customer Assurance Program (CAP) Manager to remediate technical and business relationship issues in critical accounts; functions as the Cisco executive in-charge to leading Critical Accounts engagement including potential customer involvement at senior executive levels.

  • Builds and leads cross-functional, multi-cultural and geographically dispersed teams in the development and execution of action plans to address critical customer issues.
  • Effectively communicates critical issue status up to CXO levels to Cisco, customers and partners.
  • Engages and actively works with executive level staff on CAP cases and other escalations
  • Identifies systemic trends, engages business owners, develops plans and drives actions to prevent future problems.
  • Acts as escalation point for customers and senior Cisco management on customers' behalf
  • Educates and coaches other on effective escalation practices and issue management in order prevent problems from becoming critical.

Minimum Qualifications

  • Strong Leadership Skills
  • Influencing, negotiation and delegating skills
  • Strong verbal, written, and executive-level communication skills
  • Creative thinking, adaptability and versatility
  • Objectivity and a high-level perspective
  • A sound business, technical and financial understanding
  • Experience setting up PMO, Communications Plans, Relationship Map
  • Ability to work across functional, geographic, and cultural boundaries
  • Ability to work effectively in a highly matrixed environment
  • A strong sense of ownership, initiative and empowerment
  • A "Whatever it takes" attitude, and a willingness to focus and commit to our customers and our business

Desired Skills

  • Bilingual- Spanish preferred
  • Program Manager (PgM)
  • Crisis Management Communications Certification
  • Incident Management Training
  • Project Management Professional (PMP)
  • ITIL Certified
  • Knowledge of Cloud Based solutions a plus

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.

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