Technical Account Manager

5 Months ago • 5-7 Years • Account Management

Job Summary

Job Description

The Technical Account Manager (TAM) role at ThousandEyes is a proactive technical support role focused on delivering amazing customer experiences. The TAM will be responsible for supporting a select number of named accounts, working closely with the 24x7 support team. The TAM provides premium support, working on customer problems, optimizing customer networks, providing training, and working on joint proactive projects. This role is not sales-focused and requires a strong technical background and experience in customer success, technical account management, or related advisory roles. The TAM will also be an escalation manager, ensuring timely communication to stakeholders for escalated issues and coordinating handoffs to other geographical regions. This position ensures a great customer experience in all team interactions. The ideal candidate will project manage several projects concurrently, understand current and future action items, and will have the ability to learn new skills and technologies, and remain up-to-date with the latest trends.
Must have:
  • 5-7 years of support experience in network/technical support or customer success.
  • 5-7 years of working directly with customers in a technology company.
  • Bachelor’s degree in Computer Science or related field or equivalent experience.
  • Expert understanding of network and application protocols.
  • Excellent verbal and written communication skills.
Good to have:
  • Experience with Cloud/SaaS software products.
  • Strong understanding of ISP, CDN, and cloud service provider networks.
  • Strong understanding of web technologies and VoIP applications.
  • Hands-on experience with hypervisors.
  • Hands-on experience with container administration tools.
  • Knowledge of at least one computer language and programming framework.
  • Working knowledge in security, authentication, permissions, and SSO.
  • Experience in administering Linux based operating systems.

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 

At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We’ve recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life.  We hire industry veterans - people with tried and true experience in the area of network-based service delivery

The TAM role is a proactive technical support role for premium support accounts: you’ll be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift. The TAM will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model. The TAM provides select account premium support for those that purchase the TAM service, and the key value includes providing customers with a named support engineer who understands the customers team and network. TAM’s work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.

This is not a sales role. We are seeking candidates with a strong technical background and experience in customer success, technical account management, or related advisory roles. Applicants with primarily sales-focused experience will not be considered.

What You’ll Do

  • Technical Support - Work break-fix issues with customers. Escalate to support team as required
  • Optimization - Optimize customer systems to ensure peak performance
  • Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on
  • customer engagement
  • Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
  • Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region
  • Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
  • Projects - Project manage many projects concurrently understanding current and future action items
  • Special projects as assigned 

Qualifications

  • At least 5-7 years of support experience within a Network Support,Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
  • At least 5-7 years of working directly with customers, within a technology company
  • Bachelor’s degree in Computer Science or a related field, or equivalent working experience
  • Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )
  • Experience with Cloud/SaaS software products is highly desirable.
  • Strong understanding of ISP, CDN, and cloud service provider networks
  • Strong understanding of web technologies and VoIP applications
  • Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
  • Hands on experience with container administration tools such as docker and kubernetes
  • Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus
  • Working knowledge in security,  authentication, permissions, SSO
  • Experience in administering Linux based operating systems
  • Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
  • Excellent verbal and written communication skills. Heavy focus on using data to articulate messages
  • The ability to work effectively in a remote or virtual 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
  • Flexibility to handle critical cases after hours as needed

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.

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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.

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