What You'll Do
The Service Adoption team offers personalized services that provide a compelling reason for customers to repeatedly choose Cisco.
Accelerating customer success through providing documented development solutions as well as innovating on-demand during deployments.
The Service Adoption Manager (SAM) provides invaluable technical guidance, support, and input to win repeated business and build strong, long term relationships.
The SAM partners closely with Renewals, Technical Support, Marketing, Engineering, Product Management and other departments to ensure a clear understanding of the customer / partner environments, challenges and requirements during the deployment phase.
Who You'll Work With
Our team works to engage or to re-engage customers approaching the latter stages of their life cycle, as they approach renewal.
The Service Adoption Management team is responsible for identifying and reaching out to red account customers - those who have not yet deployed, adopted, have recently reduced usage, or otherwise are at risk of not seeing the value of Umbrella as they approach the renewal of their service contract.
You will have the opportunity to influence how customers deploy and utilize Cisco Umbrella.
Engage with renewals, customers, partners and sales to improve customer adoption, address product concerns and verify customers' requirements and expectations for further adoption of Cisco Umbrella
Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
Document conversations, communications and site matrices to create delivery plans
Create timelines and ensure they are adhered to and that cross functional project team members are updated at all stages of delivery
Be the primary technical point of contact for the customer during all phases of implementation. To be available during times of rollout that may be non-standard hours and be ready and available on switch-over to attend to immediate corrective actions and rollback
Contribute to product and offer improvement by providing lifecycle feedback to Product Management and Customer Success Programs Teams
Maintain a contemporary issues list on each customer for resolution paths and manage said list within the internal organization to enable quick and efficient turnaround on customer issues
Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Success team
Keep internal CRM delivery system up to date at all times ensuring that infrastructure provisioning is on time
Provide a weekly update to the Service Adoption Managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift
Ensure constant improvement process invoking the Corrective Action Review Process at all stages of delivery where appropriate
Undertake training with the Customer on how to use the Admin Portal and provide all documentation necessary
Act as an ambassador for Cisco Umbrella during the implementations phase, building good-will, trust and confidence to carry over into Renewals and Customer Support / live support
Interface regularly with other business groups to further develop technical skills to improve the delivery process
Spearhead projects / activities aimed at improving team processes, performance, and overall health
and work with the Service Adoption Managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementations sphere
Who You Are
You've got exceptional customer service and time management skills with the ability to multi task and a track record for delivering excellent results in a timely fashion.
You have a thorough knowledge of SaaS products and strong networking skills.
With these skills, you are able to communicate complicated problems to a diverse and possibly nontechnical customer audience effectively.
Strong background in the SaaS space
CCNA or higher
Strong understanding of basic office network environments including network security measures (e.g. firewall, proxy servers, anti virus, anti malware, spam.)
Strong understanding of common network protocols including DNS, TCP, UDP, DHCP, HTTP, FTP, and SMTP
BA / BS degree (or relevant work experience)
2-4 years in customer-facing Support, Professional Services, Implementation or Client Service role
Preferred experience with any / all of the following :
Microsoft Active Directory
Microsoft Windows (current Microsoft supported versions)
Mac OS (current Apple supported versions)
Debian based Linux Distributions (current Debian or Ubuntu supported versions)
VMWare ESX / ESXi 4.1; Hyper-V Server 2012; Amazon Web Services
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