Customer Care Manager (IoT SaaS)

Meet the Team

Customer Care Manager team alongside the Support Team is responsible for interfacing with our valuable customers to meet and exceed their operational expectations. This is a very cohesive team, and skillfully balances interaction with internal team to fulfill customer's requests.

Your Impact

As a Customer Care Manager, you will maintain strategic relationships with our customers, be the first point of contact for any concern or urgent request, and work directly with multi-functional Cisco teams and managers to facilitate the best care to Cisco IoT Control Center customers and partners. This is a highly transparent, demanding but also a very fulfilling role. You will get customer issues resolved with the help of a very skilled and highly technical support team. This and great social skills will make you an effective advocate for the customer and generate a superior customer experience.

• Provide “White Glove” service to customers throughout their lifecycle, from onboarding to Day 2 account management.
• Balance advocacy of customer needs with Cisco’s business objectives
• Support and Service Level Agreement (SLA) performance Key Performance Indicator Metrics to the Service provider (SP)
• First point for any concerns or urgent requests from the service provide or customer partner
• Must be willing to handle service incidents and coordinate the resolution with the help of an internal Domain Expert group, even outside the regular work hours (as needed).
• Effective preparation of incident RCA and skillful delivery with SLA time
  
  

Minimum Qualifications

• Fluency in the English
• BA or BS in Computer Science or related technical fields or equivalent and Minimum of 6 years of experience in Customer care, technical support professional services, engineering, sustaining engineering, or systems engineering
• Experience with cloud or SaaS solutions
  
  

Preferred Qualifications

• Fluency in Arabic is preferred to support Arabic-speaking customers and partners.
• Ability to lead customer relationships, excellent customer management, follow-through, resourcefulness, and attention to detail.
• Support experience in a high-tech environment providing remote Back2Back 24x7 critically important support and blocking issue handling to an international customer base
• Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to communicate effectively at a professional level on the phone.
• Knowledge of IoT or M2M verticals and evolving connected car call flow is desired
• Knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP and ability to adapt to or develop expertise in new technologies.
• Experience with cloud networking solutions.
  
  

#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!

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