Technical Account Manager | ThousandEyes MexicoCloud and Data Center, Internet of Everything, Networking, Service Provider
Job Id: 1427384
Location: Offsite, Mexico City, MexicoArea of Interest: Engineer - NetworkJob Type: ProfessionalTechnology Interest: Cloud and Data Center, Internet of Everything, Networking, Service ProviderAbout ThousandEyes (part of Cisco) The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco's Network Services Business Group, and is a foundational component of Cisco's growing Observability business.
About the Role At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We've recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service delivery.
The TAM role is a proactive support role for premium support accounts: you'll be responsible for supporting a select number of named accounts, aligned to the customers' business hours, and not working on a rotational shift. The TAM will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model. The TAM provides select account premium support for those that purchase the TAM service, and the key value includes providing customers with a named support engineer who understands the customers' team and network. TAMs work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.
Role Requirements At least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organizationAt least 5-7 years of working directly with customers, within a technology companyBachelor's degree in Computer Science or a related field, or equivalent working experienceExpert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)Experience with Cloud/SaaS software products is highly desirable.Strong understanding of ISP, CDN, and cloud service provider networksStrong understanding of web technologies and VoIP applicationsHands-on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBoxHands-on experience with container administration tools such as Docker and KubernetesWorking knowledge in security, authentication, permissions, SSOExperience in administering Linux-based operating systemsPassionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identifiedExcellent verbal and written communication skills. Heavy focus on using data to articulate messagesThe ability to work effectively in a remote or virtual team environmentExcellent presentation skills coupled with a strong leadership presenceExcellent time & project management skills, with a focus on deliveryInitiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solvingFlexibility to handle critical cases after hours as neededResponsibilities Support - Work break-fix issues with customers. Escalate to support team as required.Optimization - Optimize customer systems to ensure peak performance.Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement.Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborate with Sales and Engineering to address product issues, and identify workarounds & solutions.Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with high-impact or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region.Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve.Projects - Project manage many projects concurrently understanding current and future action items.Special projects as assigned.
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