.ThousandEyes - Scale Specialist (Portugal)Lisbon, PortugalWho We AreThe name ThousandEyes was born from two big ideas: the power to see what's not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a 'Google maps of the Internet', providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world's largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or 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.What You'll DoAs a Global Scale Specialist (GSS) you will showcase your "Customer First" attitude, your passion for service and enjoyment of learning new technologies. As part of this exciting role, the GSS will lead a portfolio of Thousand Eye's highest volume customer segment. By leveraging technology, team-building, and data-driven programs, the Global Scale Specialist will efficiently drive adoption through one on one and one on many customer engagements. This team is responsible for a majority of the customer lifecycle: implementation, customer enablement, escalation management, and account planning.Specifically, You Will...Ensure success of the customer journey as measured by adoption and health scores.Communicate objectives and ensure timely delivery of solutions.Provide regular reporting on customer health and utilization.Provide consistent customer engagement via manual and automated touchpoints.Develop long-term relationships with your ThousandEyes customers.Become a trusted adviser for the partners and operational teams via the ThousandEyes platform.Forecast and track key account metrics.Help drive customer renewal.Assist with high severity requests or issue escalations as needed.QualificationsAt least 3 years of professional experience working as Customer Scale Specialist or CSM.A standout 'customer first' attitude.Outstanding communication and problem-solving skills.Excellent listening, negotiation and presentation skills.Strong proficiency in written and verbal English.Proven background in lead generation and prospecting.Ability to work with various business units.Proficiency with CRM tools (Salesforce, Gainsight, etc.).Data-driven and strong analytical background.Highly organized with outstanding follow-up skills.Technically adept, understanding of software and how businesses use software.Passion for cloud technologies.Experience in creating and delivering presentations.Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
