Leader, Technical Account Manager

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 US. 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 enhancement opportunities.
• 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.