Cisco Technical Account Manager Lead ThousandEyes 

United States, Georgia, Atlanta 

82221008

About the Role

Requirements

* A standout "customer first" attitude

* 7+ years of people management experience within a Technical Support / Professional Services organization.

* 10+ years of working directly with customers, preferably within a technology company.

* Bachelor’s degree or equivalent experience in Computer Science or a related field.

* Committed to crafting and developing a successful team that drives real additional value for both internal, and external customers.

* Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/JNCP, etc. )

* Experience with Cloud/SaaS software products is required.

* Excellent verbal and written communication skills with the ability to work optimally in a team environment.

* Excellent presentation skills coupled with a strong leadership presence.

* Excellent time & project management skills, with a focus on delivery.

* Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving.

Responsibilities

* Team Building - recruit, hire and onboard new team members.

* Mentor and develop team members to enhance, and improve their skill-set and performance. Ensure training and enablement is a continuous process.

* Day-to-Day management of a team within the Americas TAM organization.

* Ensure timely communication to all partners for sophisticated issues with a high-impact, or visibility.

* Partner with customers to help investigate and diagnose network, and internet connectivity problems

* Handles hierarchical escalations-behavior-related customer concerns, account team complaints. Example: "TAM is not doing their job"

* Workload management for assigned TAM engineers.

* Leads organization operations by advising and coordinating activities consistent with established goals, objectives, budget and policies

* Ensure ongoing performance improvement by crafting and deploying systematic processes aligned with department objectives