Customer Care Manager (IoT SaaS)

JOB DESCRIPTION

Customer Care Manager (English, Arabic)– Cisco IoT Control Center

Location: KSA

What Youll Do

As a Customer Care Manager, you will manage strategic relationships with our customers, be the first escalation point for any concern or urgent request, and work directly with cross-functional Cisco teams and managers to facilitate the best care to Cisco IoT Control Center customers and partners. This is a highly visible, demanding but also a very fulfilling role. You will be able to get customer issues resolved with the help of a very skilled and highly technical support team. This along with great communication skills will make you an effective advocate for the customer and generate a superior customer experience. You should be proficient in English and Arabic to manage our customers who speak either English or Arabic.

Roles and Responsibilities

• Provide “White Glove” (top tier) service to customers throughout their lifecycle, from onboarding through to Day 2 account management.
• Balance advocacy of customer needs with Cisco’s business objectives

• Support and Service Level Agreement (SLA) performance Key Performance Indicator (KPIs) to the Service provider (SP)
• First escalation point for any concerns or urgent requests from the service provide or customer partner
• Serve as liaison between customer and internal development for all escalated product-related issues, including product improvements, bug resolution, and overall product education.
• Document procedures, and processes and identify frequently asked questions
• Communicate and collaborate with cross-functional teams to debug and analyze technical issues encountered
• Publish and distribute service bulletins and other notices as the need arises
• Must be willing to handle service incidents and coordinate the resolution with the help of an internal Subject Matter Expert group, even outside the regular work hours (as needed).
• Effective preparation of incident RCA and skillful delivery with SLA time

Who Youll Work With

As part of the Customer Care Manager team, you will work independently, responding to customer questions and escalations and driving them to resolution without supervision

Who You Are

The ideal candidate will be a leader who combines detail-driven insight into business process improvement opportunities with a practical "get it done" work style. The candidate should be able to drive initiatives to capture opportunities with limited direction and guidance and have a passion for finding ways to improve operations, communication, and processes in a dynamic environment. Youll be able to handle interruptions, changing priorities, and multiple tasks calmly and professionally.

Minimum qualifications include:

• Fluency in English and Arabic language to be able to support English and Arabic-speaking customers and partners.
• BA or BS in Computer Science or related technical fields or equivalent experience
• Minimum of 6 years of experience in Customer care, technical support professional services, engineering, sustaining engineering, or systems engineering

• Cloud infrastructure and data center experience

• Experience with cloud and/or SaaS solutions, and cloud networking solutions.
• Support experience in a high-tech environment providing remote B2B 24x7 mission-critical support and escalation handling to an international customer base
• Good understanding of public and private 5G networks, architecture (SA / NSA), protocols and call flows
• Fundamental knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP
• Fundamental knowledge of Internet of Things (IoT or M2M) verticals and evolving connected car call flow is desired
• Experience using case management and bug tracking tools such as Salesforce, Jira
• Ability to rapidly adapt to or develop expertise in new technologies.
• Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to positively interact at a professional level on the phone.
• Excellent customer management, follow-through, resourcefulness, and attention to detail.

• Ability to take ownership of the customer relationship and consistently focus on customer success.

• A good understanding of project handling and interop test experience involving multiple technologies and nodes is desirable.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidates hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.