Cisco 1252889 - Support Manager - CX Sourced Support - Business Relationship Manager in RTP, North Carolina

1252889 - Support Manager - CX Sourced Support - Business Relationship Manager

  • Location: RTP, North Carolina, US

  • Area of Interest Customer Experience

  • Job Type Professional

  • Technology Interest *None

  • Job Id 1252889

Why you'll love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything imaginable. Here, that means we will take creative ideas from the drawing board to dynamic solutions that have real world impact. Cisco is evolving a rich solution portfolio of next generation software, hardware, and services to meet customers' changing business requirements in the digital economy.

Who You'll Work With

You'll be a part of a small yet extremely impactful team. We're responsible for delivering more than 60% of the Global TAC services. Each Business Relationship Manager builds partner business relationships, cultivates and scales cross functional partnering opportunities, and supports the TAC operations for their Delivery Partner and within their respective geographies.

What You'll Do

You'll translate TAC strategy for customer support and drive the Delivery Partner organization to achieve it. You work with other managers in Global Technical Support and CX Centers organization to ensure alignment, quality, and knowledge sharing. Strive to reach across internal teams to support partnering opportunities. Knows and efficiently applies all aspects of escalation to Critical Accounts, Business Units, and other internal organizations. Can define and lead implementation of contractual agreements of the assigned Cisco Delivery Partner(s). Evaluates and integrates new proposals from the respective parties.

Who You Are:

You are an analytical thinker and exhibit the ability to lead cross-functional teams and influence as well as coordinate activities across multiple teams and organizations. Will drive successful achievement of the Delivery Partner(s) contractual goals set in line with Cisco Technical Support. Develops, manages and maintains a collaborative, productive, trusted and durable relationship with Delivery Partner(s) and the corresponding TAC center. You are responsible for operational demand forecasting for out-tasking resource planning. Manages workload among teams, including implementation of innovative Service Requests management techniques.

  • Acts as escalation point for customers and management on customers' behalf, supporting the Technology group Delivery Managers.

  • Identifies and solves issues working together with Global Cisco Technical Services managers, field managers, directors, BU's and other Cisco stakeholders in different areas.

  • Are invested in Building the Cisco culture.

  • You thrive at coaching/mentoring team managers and partner operations leaders

  • Works on wider issues that affect Partner teams

  • Develops action plans to manage intra/inter-company (Cisco-Partner) dependencies changes

  • Manage knowledge sharing and injection in teams

  • Follow-up with customers when needed

Required Skills

  • You have 5+ years' experience in operational management with direct reports

  • Excellent written and verbal communication & presentation skills with the ability to influence leadership's strategic direction

  • Experience in growing teams through hiring and development

  • Thorough understanding of typical customer support processes and techniques

  • Ability to manage by operational objectives (results driven) and optimize productivity * Excellent ability to work cross-functionally, to build partnerships with the highest focus on customer's success

  • Good knowledge of Cisco Technology and ITC industry and marketplace

  • Fluent English speaker

  • Flexible: very able to adapt to a changing environment

  • Out-of-the-box thinker

  • Able to take initiative and drive and lead change

Why Cisco

  • At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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.