Cisco AppD Customer Experience Manager - Premium Support in Bangalore, India
What You'll Do
Work as the primary point of contact, driver, and customer advocate for technical escalations, SaaS based incidents, and major projects while leveraging cross-functional relationships to maintain and enhance customer confidence in AppDynamics as the leader in Application Performance Management.
Engage Support, Operations and Engineering teams as needed to ensure an optimal AppD experience while maintaining positive relationships with support and engineering teams
Manage technical escalations between customer and internal support, engineering, and account teams
Ensure timely responses & communications to provide a high degree of customer satisfaction and confidence in AppD
Identify proactive activities to keep the account(s) in good standing
Drive continuous improvement and lessons learned process that prevents further escalations
Be part of a rotating on-call schedule to deal with incidents (customer escalated or SaaS related
Develop POC awareness with SE and Account directors and generate weekly reports for customer and support teams
Owner and driver of customer’s overall AppD support and SaaS experience
Coordinate, craft and deliver RCA documents for customers
Who You’ll work with :
The Customer Experience Manager is a key role within the Premium Support team. This role will be responsible for managing specific strategic account(s) through strong relationship building and deep technical knowledge.
We require an individual who enjoys working customers understanding their challenges and is passionate about engaging with them and helping them fix the issues and ensuring a great customer experience. This person will also engage with internal AppD teams (Support, SaaS Operations, Systems, PRE) to ensure the customer issues are given the right priority.
Who You Are :
You are a self-starter, great collaborator and take initiative when required
You have experience working with customers and providing solutions to help them get the best experience with AppD products
You are an enthusiastic team player with positive can-do attitude who is flexible and can collaborate effectively with different business functions to deliver a solution.
You can work in a high performing, fast paced environment engaging with customes.
Your verbal and written communication allow you to clearly address both technical and non-technical audiences.
Our minimum requirements for this role:
5+ years in support, technical escalation management, and or customer facing support technical roles/account management at the global IT Enterprise level
Basic understanding of the Distributed Architecture and Cloud based applications
Ability to understand complex technical concepts and speak on them to clients and internal support/engineering teams
Ability to multitask and work effectively under pressure and deadlines
Willingness to work outside standard business hours when situations dictate
Has excellent communications skills, including verbal, written, and presentation skills with the ability to write customer facing updates and root cause documents clearly, simple, and easy to understand
Quickly understands the business issues and data challenges of global Customer Support organizations
Proven ability to partner successfully with multiple teams and customers outside their direct influence
Ability to work effectively with executive/senior management, cross-functional teams, internal customers, external partners, vendors, and end users
Related BA/BS or advanced degree preferred
Able to travel to other locations and customer sites on occasion
Experience and familiarity with AppDynamics or other APM tools are a plus but not a requirement
#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.
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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.
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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.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.