Who'll You'll Work With
The Critical Accounts Program is the highest level of escalation in the company. CAP Managers do "whatever it takes" to drive resolution on critical problems when normal escalations are no longer meeting the customers' expectations of Cisco. CAP Managers are fully empowered to truly influence outcomes for our customers and change the way they view Cisco.
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Cisco is seeking a Customer Assurance Program (CAP) Manager to remediate technical and business relationship issues in critical accounts; functions as the Cisco executive in-charge to leading Critical Accounts engagement including potential customer involvement at senior executive levels.
● Builds and leads cross-functional, multi-cultural and geographically dispersed teams in the development and execution of action plans to address critical customer issues.
● Effectively communicates critical issue status up to CXO levels to Cisco, customers and partners.
● Engages and actively works with executive level staff on CAP cases and other escalations
● Identifies systemic trends, engages business owners, develops plans and drives actions to prevent future problems.
● Acts as escalation point for customers and senior Cisco management on customers' behalf
● Educates and coaches other on effective escalation practices and issue management in order prevent problems from becoming critical.
Minimum Qualifications
● Strong Leadership Skills
● Influencing, negotiation and delegating skills
● Strong verbal, written, and executive-level communication skills
● Creative thinking, adaptability and versatility
● Objectivity and a high-level perspective
● A sound business, technical and financial understanding
● Experience setting up PMO, Communications Plans, Relationship Map
● Ability to work across functional, geographic, and cultural boundaries
● Ability to work effectively in a highly matrixed environment
● A strong sense of ownership, initiative and empowerment
● A "Whatever it takes" attitude, and a willingness to go the extra mile for our customers and our business
Desired Skills
● Program Manager (PgM)
● Project Management Professional (PMP)
● ITIL Certified
● Knowledge of Cloud Based solutions a plus
● Incident Management Training
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