Cisco Manager, Service Delivery Team - Cisco Cloud Security in Diegem, Belgium
Manager, Service Delivery Team - Cisco Cloud Security
Location: Diegem, Brabant, Belgium
Area of Interest Business Strategy and Operations
Job Type Professional
Technology Interest Security
Job Id 1228667
Who You'll Work With:
The Service Delivery team offers personalized services that provide a compelling reason for customers to repeatedly choose Cisco. Accelerating customer success through providing documented development solutions as well as innovating on-demand during deployments.
As the leader of the Service Delivery team, you are responsible for the growth, management, and success of each individual member and the team as a whole. You will help build and drive meaningful relationships between Cisco Cloud Security and our customers by facilitating conversations across all facets of the company. You will liaison both within the Customer Success team and externally with Engineering, Sales, Marketing, and Product Management to make sure that the needs of the customers are met. You will guide and mentor Service Delivery Managers as they hone these same skills and progress through their personal career paths and goals.
What You'll Do:
Attract, Hire, Develop, and Manage high performing individuals to a team dedicated to high impact, measurable Customer Success.
Partner closely with Sale Executives and Customer Success Managers in performance metrics while delivering long term revenue and Customer satisfaction
Align with the other Customer Success leaders within the company to maintain and build cohesion & performance within the Customer Success organization
Help define and improve the customer-related escalation and communication paths among Cisco Cloud Security various departments (Engineering, Operations, Business Development, Sales & Marketing) as a key stakeholder of Customer Success & satisfaction
Resolve employee issues and act as an advocate for employees when dealing with management, HR, and others.
Build and encourage teamwork through group activities outside of normal daily responsibilities.
Develop and maintain an expert level understanding of Cisco Cloud Security products, features and benefits.
Who you are
Strong knowledge of SaaS, ideally Cisco Umbrella and Cloudlock
3+ years of experience in managing client facing teams in professional services, customer support or client operations
7+ years in delivering technical services to customers
Is a self-starter, highly motivated and personable. Must be willing to roll up their sleeves and lead by example
Demonstrated success in delivering results in improving Customer success and revenue
Excellent communication skills and is artful in navigating customer landscapes and internal stakeholders
Cross functional experience in delivering projects and initiatives in meeting multiple projects and assignments
College degree required, advanced degree in MBA, MSC preferred
Background in security (network, client, etc.) preferred
20% travel may be required
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