It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network and software becoming at the heart of technology, Cisco is entering an exciting new era. The concept of the network as the platform for redefining life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.
What you´ll do:The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the outstanding mentor and motivational skills required to engage, develop and retain top talent on a high-performance team. You will be responsible for:
Building high performance teams and developing people, creating a shared visionManaging the activities of a team of skilled technical consulting engineers with responsibility for results in terms of customer service satisfactionManaging workload among team members, including implementation of innovative case management techniquesParticipate in developing a strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent developmentImplementing, coordinating, and participating in site programs to ensure attainment of business plan for strategic goalsManaging organization operations by advising and coordinating activities consistent with established goals, objectives, budget and policiesEnsuring ongoing performance improvement by designing and deploying systematic processes aligned with department objectivesProviding customer / partner engagement for critical customer issues as the need arisesWho you´ll work with:Cisco CX Centers team is a multifaceted and growing organization of technical consulting engineers or consulting engineers who support or deliver services to Cisco customers.
Who you are:Cisco CX seeks a talented leader for a team of skilled network engineers who respond to sophisticated service requests and resolve customer issues. You will handle escalations and accept ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
You will manage the day-to-day operations and work closely and build strong working relationships with cross functional teams including the Business Unit, the theater field teams, Infra Operations Teams and Cisco Global TAC teams to provide support and strive to provide consistent, high quality support to ensure the best customer experience.
Main requirements:At least 5 years in a role with customer-facing support management responsibilities.Demonstrated experience in leading teams of direct reports/initiatives, effective people management, leadership, and development skillsUnderstanding of and experience in leading a teamStrong written and verbal communication, listening, negotiation and presentation skillsExperience of improving productivity and efficiency in processes. Demonstrated strategic and tactical skills in the area of operational excellenceExcellent working collaborations, customer-facing and delivery organizations within Cisco and with appropriate business unitsManagerial/professional experience in multi-stakeholder environment.Ability to clearly explain technical concepts and requirements to a wide audience.Role Model for Cisco´s culture and values:Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organizationWe are Cisco#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can't put us in a box!But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! Message to applicants applying to work in the U.S. and/or Canada: When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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 typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment 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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