Systemic CAP Manager (Customer Assurance)

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Other US Locations (Near Major Cisco Office)
  • Area of Interest
    Project or Program Management
  • Job Type
  • Technology Interest
  • Job Id
<b>The Business Entity</b> 

The Customer Assurance Organization is tasked with protecting & restoring customer confidence by resolving critical situations and driving sustained improvements. We enhance & understand the client experience, how it impacts Services, and how we can drive improvements. 

<b>The Team</b>

Systemic Engagements help Cisco resolve complex challenges that impact multiple customers. Collaborating with all areas of the business, we lead cross-functional solutions that improve the customer experience and Cisco business outcomes. A Systemic Engagement drives meaningful and long-term improvement to Cisco Solutions, Products and Services. 

<b>Role & Responsibilities</b>
A Systemic Customer Assurance Program (CAP) Territory Manager provides the highest level of escalation for customer and business issues, and is responsible for the actions to restore customer confidence in Cisco. This requires a strong focus on remediating technical, operational, organizational and relationship issues by improving strategic and identified critical customer issues in one or more product families. 

-  Leads the resolution of critical business issues 

-  Builds and leads cross-functional, multi-cultural and geographically disperse teams in the development and execution of action plans to address critical situations.

-  Assemble highly effective workgroups and improves people’s skills through the creation of a shared and common vision of the desired business outcome.

-  Manages multiple executives who may have conflicting business priorities.

-  Creates professional written and verbal communications of complex situations, findings, and resolution plans in succinct, executive language.

-  Provides leadership with insight and learning through a combination of data analysis and cross functional interviews.

<b>Minimum Qualifications</b>

-  Bachelor’s degree or equivalent with 8+ years industry experience. 

-  You have demonstrated excellence in executive communications.

-  You have experience interacting with sales, services, product marketing and engineering to resolve customer impacting issues.

-  High degree of competency communicating and negotiating with Executives.

-  Ability to work across functional, geographical and cultural boundaries.

-  Demonstrate a strong sense of ownership, initiative, empowerment and leadership.

-  You build and maintain successful business partnerships at an individual and team level.

-  Possess sound time management skills and be able to prioritize and assign tasks and responsibilities.

-  Mediation, arbitration and negotiation skills are required to resolve conflicting views and set team direction

<b>Desired Skills</b>

-  Master degree or MBA preferred.

-  Possess sound business, technical and financial knowledge and analytical skills.

-  Define, develop and implement successful action plans.

-  Ability to lead, co-ordinate and coach teams of engineers and management.

-  Proven ability to communicate openly and articulate plans in appropriate detail to Executives, management and individual contributors as well as customers and partners.

-  Strong understand of risk and risk management principles

<b>About Cisco</b>

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. 

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