ThousandEyes - Scale Specialist (APJC)

7 Hours ago • All levels

Job Summary

Job Description

Cisco ThousandEyes is seeking a Global Scale Specialist (GSS) for the APJC region. This role focuses on customer success, not customer service, and requires previous experience in customer success. The GSS will manage a portfolio of ThousandEyes' highest volume customers, driving adoption through technology, team-building, and data-driven programs. Responsibilities include leading one-on-one and group customer engagements, managing the customer lifecycle (implementation, enablement, escalations, account planning), ensuring customer journey success through adoption and health scores, communicating objectives, providing regular reporting on customer health and utilization, developing customer relationships, acting as a trusted advisor, forecasting and tracking account metrics, and assisting with renewals and escalations.
Must have:
  • Customer-first attitude
  • Excellent communication and problem-solving skills
  • Negotiation and presentation skills
  • Proven lead generation and prospecting background
  • At least 3 years of experience in account management or similar
  • Ability to work with various business units
  • Proficiency with CRM tools (e.g., Salesforce, Gainsight)
  • Data-driven with strong analytical skills
  • Highly organized with follow-up skills
  • Technically adept, understanding of software
  • Passion for cloud technologies
  • Experience creating and delivering presentations
  • Previous SaaS experience
  • Fluent Chinese and English language skills
Good to have:
  • Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
Perks:
  • Access to quality medical, dental and vision insurance
  • 401(k) plan with Cisco matching contribution
  • Short and long-term disability coverage
  • Basic life insurance
  • Numerous wellbeing offerings
  • Twelve paid holidays per calendar year (includes one floating holiday)
  • Day off for birthday
  • Up to 20 days of Paid Time Off (PTO) accrued annually
  • Paid time away for critical/emergency issues
  • Additional paid time to volunteer
  • Employee Stock Purchase Program

Job Details

** Please note that this it NOT Customer Service role, but Customer Success role and previous customer success experience is required **

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

As a Global Scale Specialist (GSS) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies. As part of this exciting role, the GSS will lead a portfolio of Thousand Eyes’ highest volume customer segment. By leveraging technology, team-building, and data-driven programs, the Global Scale Specialist will efficiently drive adoption through one on one and one on many customer engagements. This team is responsible for a majority of the customer lifecycle: implementation, customer enablement, escalation management, and account planning. 

What You’ll Do

  • Ensure success of the customer journey as measured by adoption and health scores
  • Communicate objectives and ensure timely delivery of solutions
  • Provide regular reporting on customer health and utilization
  • Provide consistent customer engagement via manual and automated touchpoints
  • Developing long-term relationships with your ThousandEyes customers
  • Become a trusted adviser for the partners and operational teams via the ThousandEyes platform
  • Forecast and track key account metrics
  • Help drive customer renewal
  • Assist with high severity requests or issue escalations as needed

Qualifications

  • A standout 'customer first' attitude
  • Outstanding communication and problem-solving skills
  • Excellent listening, negotiation and presentation skills
  • Proven background in lead generation and prospecting
  • At least 3 years of professional experience in account management or similar
  • Ability to work with various business units
  • Proficiency with CRM tools (salesforce, Gainsight, etc.)
  • Data-driven and strong analytical background
  • Highly organized with outstanding follow-up skills
  • Technically adept, understanding of software and how businesses use software
  • Passion for cloud technologies
  • Experience in creating and delivering presentations
  • Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
  • Previous SaaS experience 
  • Fluent Chinese and English language skills

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. 

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

 

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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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