Customer Care Manager (IoT SaaS)

Cloud and Data Center, Internet of Everything

Job Id: 1437282

Meet the Team

The Customer Care Manager team, alongside the Support Team, is responsible for interfacing with our valuable customers to meet and exceed their operational expectations. This is a very cohesive team that skillfully balances interaction with internal teams to fulfill customer requests.

Your Impact

As a Customer Care Manager, you will maintain strategic relationships with our customers, be the first point of contact for any concern or urgent request, and work directly with multi-functional Cisco teams and managers to facilitate the best care to Cisco IoT Control Center customers and partners. This is a highly transparent, demanding, but also a very fulfilling role. You will get customer issues resolved with the help of a very skilled and highly technical support team. This and great social skills will make you an effective advocate for the customer and generate a superior customer experience.

• Provide “White Glove” service to customers throughout their lifecycle, from onboarding to Day 2 account management.
• Balance advocacy of customer needs with Cisco’s business objectives.
• Support and Service Level Agreement (SLA) performance Key Performance Indicator Metrics to the Service provider (SP).
• First point for any concerns or urgent requests from the service provider or customer partner.
• Must be willing to handle service incidents and coordinate the resolution with the help of an internal Domain Expert group, even outside the regular work hours (as needed).
• Effective preparation of incident RCA and skillful delivery within SLA time.

Minimum Qualifications

• Fluency in English.
• BA or BS in Computer Science or related technical fields or equivalent and a minimum of 6 years of experience in customer care, technical support, professional services, engineering, sustaining engineering, or systems engineering.
• Experience with cloud or SaaS solutions.

Preferred Qualifications

• Fluency in Arabic is preferred to support Arabic-speaking customers and partners.
• Ability to lead customer relationships, excellent customer management, follow-through, resourcefulness, and attention to detail.
• Support experience in a high-tech environment providing remote Back2Back 24x7 critically important support and blocking issue handling to an international customer base.
• Effective written and oral communication skills, professional communication via e-mail or other written media, and the ability to communicate effectively at a professional level on the phone.
• Knowledge of IoT or M2M verticals and evolving connected car call flow is desired.
• Knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP and ability to adapt to or develop expertise in new technologies.
• Experience with cloud networking solutions.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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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