Customer Care Manager Full Time

Customer Care Manager team alongside the Support Team is responsible for interfacing with our valuable customers to meet and exceed their operational expectations. This is a very cohesive team, and skillfully balances interaction with internal team to fulfill customer’s requests.

Your Impact

As a Customer Care Manager, you will maintain strategic relationships with our customers, be the first point of contact for any concern or urgent request, and work directly with multi-functional Cisco teams and managers to facilitate the best care to Cisco IoT Control Center customers and partners. This is a highly transparent, demanding but also a very fulfilling role. You will get customer issues resolved with the help of a very skilled and highly technical support team. This and great social skills will make you an effective advocate for the customer and generate a superior customer experience.

• Provide “White Glove” service to customers throughout their lifecycle, from onboarding 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 Metrics to the Service provider (SP)
• First point for any concerns or urgent requests from the service provide or customer partner
• Must be willing to handle service incidents and coordinate the resolution with the help of an internal Domain Expert group, even outside the regular work hours (as needed).
• Effective preparation of incident RCA and skillful delivery with SLA time

Minimum Qualifications

• Fluency in the English
• BA or BS in Computer Science or related technical fields or equivalent and Minimum of 6 years of experience in Customer care, technical support professional services, engineering, sustaining engineering, or systems engineering
• Experience with cloud or SaaS solutions

Preferred Qualifications

• Fluency in Arabic is preferred to support Arabic-speaking customers and partners.
• Ability to lead customer relationships, excellent customer management, follow-through, resourcefulness, and attention to detail.
• Support experience in a high-tech environment providing remote Back2Back 24×7 critically important support and blocking issue handling to an international customer base
• Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to communicate effectively at a professional level on the phone.
• Knowledge of IoT or M2M verticals and evolving connected car call flow is desired
• Knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP and ability to adapt to or develop expertise in new technologies.
• Experience with cloud networking solutions.