Leader, Customer Delivery - Technical Account Managers

3 Weeks ago • 7-10 Years • Account Management

Job Summary

Job Description

The Leader, Customer Engineering role is responsible for building and leading the Technical Account Management team in EMEA. This role involves leading the TAM engineers, measuring, and ensuring they are delivering value to customers. The leader will establish relationships with various teams, including Product, Engineering, and Sales. Responsibilities include team building, mentoring team members, day-to-day team management, ensuring timely communication, reporting metrics, and establishing relationships with internal and external partners. The leader will also help investigate and diagnose network and internet connectivity problems, handle escalations, and manage workload for assigned TAM engineers.
Must have:
  • 7+ years of people management experience
  • 10+ years of working with customers
  • Bachelor’s degree or equivalent in related field
  • Firm grasp of network and application protocols
  • Experience with Cloud/SaaS software products
  • Excellent verbal and written communication skills

Job Details

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

The Leader, Customer Engineering role will be responsible for building and leading the Technical Account Management team in the EMEA. The TAM organization is our highest level of support that we offer to our top customers. This is both a technical and managerial role as you will be leading the TAM engineers, measuring, and ensuring they are delivering value to our customers. There will be times that you are needed to join customer calls. As a Customer Engineering leader, you will establish relationships with peer groups across the organization, including Product, Engineering, and various teams in the sales organization. You’re highly organized: able to seamlessly progress between projects and initiatives, and able to drive continuous progress on projects across your team. You’re also responsible for cultivating the experience of your team members - providing guidance to, and mentoring team members on critical skills development needed for driving longer term, valuable careers.

What You’ll Do

•        Team Building - recruit, hire and onboard new team members.
•        Mentor and develop team members to enhance, and improve their skill-set and performance. Ensure training and enablement is a continuous process.
•        Day-to-Day management of a team within the Americas TAM organization.
•        Ensure timely communication to all partners for sophisticated issues with a high-impact, or visibility.
•        Report metrics on workload volume, project delivery, and customer enablement to upper management and executive team. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, and product

•        Establish and develop relationships with internal teams, external partners, and customers. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions.
•        Partner with customers to help investigate and diagnose network, and internet connectivity problems
•        Handles hierarchical escalations-behavior-related customer concerns, account team complaints. Example: "TAM is not doing their job"
•        Workload management for assigned TAM engineers.
•        Leads organization operations by advising and coordinating activities consistent with established goals, objectives, budget and policies 
•        Ensure ongoing performance improvement by crafting and deploying systematic processes aligned with department objectives 

Qualifications

•        A standout "customer first" attitude
•        7+ years of people management experience within a Technical Support / Professional Services organization.
•        10+ years of working directly with customers, preferably within a technology company.
•        Bachelor’s degree or equivalent experience in Computer Science or a related field.
•        Committed to crafting and developing a successful team that drives real additional value for both internal, and external customers.
•        Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/JNCP, etc. )
•        Experience with Cloud/SaaS software products is required. 
•        Excellent verbal and written communication skills with the ability to work optimally in a 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.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

 

Similar Jobs

velotio technologies  - Lead Engineer (Python)

velotio technologies

Pune, Maharashtra, India (Remote)
1 Month ago
Glean - Enterprise Account Executive - Australia

Glean

Australia (Remote)
1 Month ago
extreme network - SR PROGRAMMER - Oracle Fusion Cloud- VBCS/ BI Reports/ OTBI/FRS & SmartView

extreme network

Chennai, Tamil Nadu, India (Hybrid)
8 Months ago
Adtran - Senior Software Engineer (Software as a Service)

Adtran

Gdynia, Pomeranian Voivodeship, Poland (Hybrid)
1 Month ago
Coupa - Sr. Digital Sales Executive

Coupa

Bogota, Colombia (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Glean - Technical Support Engineer (EST shift hours)

Glean

Bengaluru, Karnataka, India (On-Site)
5 Months ago
high radius - Java Architect

high radius

Hyderabad, Telangana, India (On-Site)
3 Weeks ago
Eventbrite - Bilingual Account Executive (Spanish & English)

Eventbrite

United States (Remote)
1 Month ago
Imanage - Systems Administrator - Service Desk

Imanage

Chicago, Illinois, United States (Hybrid)
1 Week ago
e2 open - Trade Specialist

e2 open

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Nice - Senior Specialist Software Engineer (Dot Net, AWS)

Nice

Pune, Maharashtra, India (Hybrid)
1 Week ago
PwC - Consultor JR Workday – Tenerife

PwC

Santa Cruz De Tenerife, Canary Islands, Spain (On-Site)
8 Months ago
velotio technologies  - Lead Engineer (Data Engineer- Databricks)

velotio technologies

Pune, Maharashtra, India (Remote)
3 Weeks ago
Revenera - Senior Software Engineer

Revenera

Bengaluru, Karnataka, India (Hybrid)
8 Months ago
Varonis  - Forensics Specialist

Varonis

Australia (Remote)
4 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Kraków, Lesser Poland Voivodeship, Poland

Activision - Senior Tools Engineer

Activision

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
Marsh McLennan - Senior Analyst - Data Science

Marsh McLennan

Warsaw, Masovian Voivodeship, Poland (Hybrid)
5 Days ago
Trueplay - Senior Finance Manager

Trueplay

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
reality.co - Junior QA - Intern

reality.co

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
6 Days ago
CD PROJEKT RED - Controlling Specialist (Revenues/Licensing)

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Weeks ago
Simcorp - Senior Software Engineer for Release Office (C#, .Net)

Simcorp

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Week ago
Netflix - HR Business Partner, CEE

Netflix

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
flying wild hog - HR Partner

flying wild hog

Poland (Hybrid)
2 Months ago
Haleon - Senior Mass Market KAM Team Manager

Haleon

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Weeks ago
CD PROJEKT RED - Senior Technical Animator, Gameplay

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. ThousandEyes gives organizations visibility into the now borderless network, arming them with an accurate understanding of how the network impacts their applications, users and customers. ThousandEyes is used by some of the world's largest and fastest growing brands, including all of the top 5 global software companies, 5 of the top 6 US banks, and 45 of the Fortune 500.

Mexico City, Mexico City, Mexico (On-Site)

San Francisco, California, United States (On-Site)

San Francisco, California, United States (On-Site)

London, England, United Kingdom (Hybrid)

Lisbon, Lisbon, Portugal (On-Site)

Mexico City, Mexico (On-Site)

Lisbon, Lisbon, Portugal (On-Site)

London, England, United Kingdom (Hybrid)

Mexico City, Mexico (On-Site)

View All Jobs

Get notified when new jobs are added by Thousand Eyes

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug