Cisco: Service & Support Manager

Job Overview and Description
The Service and Support Manager (SSM) is responsible for ensuring that Cisco Systems, Inc. provides comprehensive, effective and, as required, customized support services to key strategic accounts. In addition, the SSM will be responsible for providing comprehensive technology roadmaps that integrates the customers tactical and strategic business goals with current and emerging technologies. SSMs are placed in select high profile Service Provider, Enterprise, Government and Commercial accounts to improve customer satisfaction by facilitating post-sales support and by leveraging resources to increase product, technology and services absorption into the customer network(s). Each SSM is responsible for developing and maintaining a support model, which incorporates a variety of Cisco services, resources, programs and partnerships for the assigned customer.To develop a successful model, the SSM must sustain an intimate understanding of major account strategies and a thorough knowledge of Cisco support capabilities and limitations. This support model will also contain a business process and goals analysis, which delineates current and future business trends and strategies along with the possible technology impacts to the business�s success. The SSM must maintain familiarity with key customer personnel (roles/relationships), as well as with all relevant customer business practices/procedures, pivotal business drivers and corporate culture. Employing a strong conceptual understanding of technology utilized in the customer environment will position the SSM to identify opportunities for Cisco to provide additional or different components to the support model. In addition, the SSM will interface on a routine basis with the account team and with Cisco Corporate personnel to resolve endemic problems on behalf of the customer and to use that knowledge to preclude recurrence of such problems at other accounts. The SSM has ownership of the support model for the customer. This is a results driven job with high internal and external visibility.Role includes facilitation of monthly customer dashboard meetings and tracking of customer Cisco metrics. Focus on customer business objectives and ability to map to Cisco services and products. Daily contact with CA Director of Operations, manage customer meetings, action item registers and execute on deliverables, provide day to day support for both reactive and proactive issues, provide daily, weekly and monthly reports as requested and required. Provide support for each of the regional data centers, work closely with relationship manager to improve day to day operational efficiencies, continue to improve customers� service experience, and increase customer satisfaction. Work with account managers on daily basis and improve communications and relationships.

Requirements
Experience in service provider or enterprise environment a must and strong knowledge of NOC environment with heavy process and operations experience. Ability to roll up sleeves and resolve problems while focusing on the strategic goals of the customer and Cisco. The successful candidate should have a proven history of program development on a nationwide and global basis along with a proven track record of hiring and managing stellar employees. Ability to deal with multi cultural environment and global time zone issues.

The successful candidate will have a strong working knowledge of Cisco, including both the company and the product-line. Also required is a sound knowledge of telecommunications and internetworking technology. The candidate must have a demonstrated ability to accurately perceive customer and internal relationships as well as an intense desire to turn negatives into positives on behalf of Cisco. An entrepreneurial approach to business is essential, including a penchant for and proven track record in contributing to the establishment of new organizations, procedures, and product features. Exemplary communications (oral, written, listening and hearing), team-building, organization and time management skills are required. The candidate should have senior management experience within a technical organization and should be accustomed to working effectively with all levels of an organization. Strong leadership, collaboration, organization, results focused skills.

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