col-wideJob Description:
Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.
Who You'll Work With
The Global Licensing Operations team is responsible for guiding our customers and partners through their licensing needs and solving the issues they might encounter while acquiring and/or leading their licenses. We are looking for Licensing specialists to join the team and participate in the transformation of Cisco's licensing portfolio.
What You will Do
You will be providing licensing technical support for Cisco internals, partners and/or customers worldwide. This is a customer facing position reporting to the Regional Service Delivery managers.
You will develop an in-depth knowledge of the Line of Business supported while providing tactical support for customer concerns and owning critical issues. On some occasions you will be the last point of escalation to resolve customers' more sophisticated issues.
You will interact regularly with global counterparts to share new acquired knowledge, address ongoing challenges and provide solutions to issues.
Furthermore, as a licensing specialist, you will find opportunities to streamline and improve customer experience, always exploring ways to evolve our Service Delivery. This will also include partnering with Strategy and Readiness on new services introduction and service validation and working with the training design team on training development.
Who You Are
Superb communication skills
Builds strong team relationships with other Licensing specialists, Sales team members, product management team members and other organizations within CX and Cisco.
Solid focus on the customer experience and driving a positive customer outcome.
Accountable for swiftly engaging and addressing customer needs and critical issues on escalated cases. Leads with a sense of urgency.
Optimally solves problems independently or as part of a team, depending on the nature of the incident.
Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.
Technical skilled around Cisco's licensing models and products
Ability to quickly learn and implement new concepts and provide constructive feedback.
Continuous improvement demeanor & ability to strategically contribute to innovation and improvement opportunities.
Ability and willingness to share knowledge with peers and other teams.
Deliverables:
Deliver licensing support to partners and/or customers
Take ownership of resolving moderate to highly/critical sophisticated problems, depending on the customers' needs; often times being the last level of escalation
Share their knowledge with peers and others in the organization
Escalate issues/problems to the responsible parties for product/process enhancement
Work closely with their colleagues and other teams to achieve common goals
Strive to technical excellence and expertise
Preferred Qualifications
BA / BS degree or equivalent
Verbal and written English proficiency
2+ Years Experience interacting with customers and partners
Eager learner who is passionate with developing in-depth knowledge not just of the line of business supported, but a desire to expand that knowledge across other services supported in the organization
Ability to understand and drive alignment to associated business teams, strategy, and key initiatives
Proactively identify and respond to customer needs and escalations, while continuing to meet performance goals
Proven track record on both leading and participating in collaborative work efforts, across theatre and work function, to deliver effective outcomes
