Sr Manager, Customer Support - XaaS Lifecycle Operations 1328413

Company: Cisco Systems, Inc.
Location: San Jose
Posted on: June 9, 2021

Job Description:

What You'll Do

It's an exciting time to be part of Cisco, where we stand at the forefront of an industry disruption and transform as the market leader in networking equipment & solutions vendor into a software company. Success and market leadership will require us to accelerate the pace of innovation and transform all our operating strategies for this new digital era

Cisco is creating a new dedicated SaaS operations organization to support the growth of its SaaS businesses. The charter of this organization is to deliver world-class SaaS operating model and a roadmap of transformational programs that will enable accelerated growth for our SaaS business. Establishing and scaling a customer support organization focused on end user and small business customers, globally, is a key pillar of SaaS Operations.

You will be leading the assessment of support needs for our customers, designing solutions and implementing and running teams to provide outstanding support experiences to our customers

Analysis of issues experienced by our customers as key inputs into product, offer and purchase experience is an important part of the role

Who You'll Work With

You will interact with a very broad range of internal functional teams including Sales, r Product Development and Engineering, Customer Experience, Operations, IT, Finance and Supply Chain as well as your SaaS Ops team members to ensure high quality and comprehensive support for our customers.

Who You Are

Experience with subscription or As A Service business models and commerce applications, previous customer service or technical support experience

Change agent and catalyst for positive, collaborative and well-organized change

Trustworthy with the ability to establish a trusted network and influence cross functionally

Exceptional communicator with a high degree of comfort leading conversations and workshops to drive decision-making at an executive level

Data driven. Able to work with quantitative + qualitative data, analyze datasets

End to End Enterprise-wide process implementation

Self-motivated, inclusive leader with experience in leading multi-site teams

Minimum requirements:

BA/BS or equivalent and 10+ years exp

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

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Keywords: Cisco Systems, Inc., San Jose , Sr Manager, Customer Support - XaaS Lifecycle Operations 1328413, Other , San Jose, California