Designated Service Manager 1264042

The Business Entity
The Technical Services Cloud TAC team is at the cutting edge of the global shifts to outcomes, cloud consumption and digitization. We're transforming companies by partnering with clients to deliver business outcomes that connect people, process, data and things into innovative interactions and experiences.

The Team
Join this exciting, global team providing high touch support of Enterprise-level Cloud Services.Here, you will be working with new technologies in a fast paced environment. In this critical customer facing role, you will be working with both voice and data conferencing solutions including WebEx, Cloud Connected Audio, as well as Jabber and Webex Teams.

Role & Responsibilities
- The Designated Service Manager (DSM) has responsibility for multiple named accounts. This responsibility includes primary day-to-day post sales customer contact. The primary objective of the DSM is to ensure that all customer contracted services levels are met or exceeded to avoid financial penalties.

- For new accounts the DSM works as a member of an implementation team under the direction of an Service Delivery Executive. In special cases the Customer Analyst may assume the responsibilities as an Service Delivery Executive. As an SDE the DSM acts as the single point of contact for all schedules and resource coordination related to implementation of services for that account.

- In addition to the day to day customer contact, the DSM is responsible for all aspects of maintaining the WebEx, Cloud Connected Audio (CCA), Jabber and/or Spark services for their named accounts. This includes technical troubleshooting and escalation, site administration, WebEx client tool installations/upgrades/updates, Monitoring, and capacity planning, etc.

- The DSM is responsible for developing and maintaining all account specific documentation. This documentation describes the account configuration, contact information and account specific processes. The documentation is relied upon by other organizations for the appropriate handling of the account

- The DSM is responsible for managing all post implementation technical projects related to their named accounts. This includes coordinating necessary maintenance time and resources for upgrades and updates. This may also include coordination of activities related to rolling out new product features to the account.

- The DSM provides periodic reports and analysis to each account. These reports are targeted at customer executive contacts and provide valuable data on product usage and service levels. The DSM is responsible as an escalation point for first and second level support tiers. At times the DSM will be responsible for providing after hours escalation support. This includes responding to after-hours high severity issue inquiries and responding to all system generated alarms. The DSM manages all technical escalations for their accounts. This includes qualifying all technical issues before escalating within the defined support process, monitoring and managing system issues and driving these issues to closure.

Minimum Qualifications
● BS Information Technology, Computer Science or equivalent
● Knowledge of Cisco voice technologies
● Excellent written and oral communications skills
● Excellent customer service skills
● Creative, self-motivated and self-directed
● Ability to understand and articulate technical information in a simple, concise manner
● Strong process management skills
● Prior experience with Telephony technologies (Conferencing Bridge, VoIP, Routing and Switching)
● Experience Using WebEx or equivalent voice/data conferencing services, Jabber and Spark, Security (CES, WSA) added advantage
● Willing to work flexible hours
● Organized, thorough and able to effectively manage customers and internal processes
● Willingness to manage after hours escalations on a periodic basis
● 3-5 years' experience in a Customer Support or Technical Support related position

Desired Skills
● CCNA, CCIE
● ITIL V3 Foundations Certificate (or higher)
● Demonstrated aptitude with web applications and web browsers
● Demonstrated aptitude with PC technology and desktop software

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.