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About the Role

The Technical Account Manager (TAM) is a proactive support role for premium support accounts. You will 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. TAM’s work customer problems, help optimize customer networks, provide training, and also work joint proactive projects. Note: As part of this role, you will be responsible for maintaining services in a FedRAMP-compliant environment and must be a U.S. Person (U.S. citizen). This position may perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Responsibilities

Work break-fix issues with customers and escalate to the support team as required.
Optimize customer systems to ensure peak performance.
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.
Establish and develop highly collaborative relationships with internal teams.
Collaborate with Sales and Engineering to address product issues, and identify workarounds & solutions.
Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
Coordinate handoff of ongoing issues to the next geographical region.
Ensure a great customer experience in all team interactions.
Measure and continually improve customer experience.
Project manage many projects concurrently understanding current and future action items.

Requirements

At least 6-8 + years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization.
At least 6-8 years + of working directly with customers, within a technology company.
Bachelor’s degree in Computer Science or a related field, or equivalent working experience.
Expert understanding of network and application protocols.
Experience with Cloud/SaaS software products is highly desirable.
Strong understanding of ISP, CDN, and cloud service provider networks.
Strong understanding of web technologies and VoIP applications.
Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox.
Hands on experience with container administration tools such as docker and kubernetes.
Knowledge of at least one computer language and programming framework is desirable.
Working knowledge in security, authentication, permissions, SSO.
Experience in administering Linux based operating systems.
Passionate about enabling a consistently excellent customer experience.
Dedicated to champion the customer problem until the resolution path is identified.
Excellent verbal and written communication skills.
Heavy focus on using data to articulate messages.
The ability to work effectively in a remote or virtual 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.
Flexibility to handle critical cases after hours as needed.
Must be a U.S. Person (U.S. citizen).
Must be able to maintain services in a FedRAMP-compliant environment.

Skills

Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP
JavaScript
Python

Location

U.S.
Canada

Work Type

Remote
Virtual

Experience Level

6-8+ years of support experience
6-8+ years of working directly with customers

Education Level

Bachelor’s degree in Computer Science or a related field, or equivalent working experience

Salary/Compensations

$114,100.00 - $153,300.00 (U.S. and/or Canada)
$135,000.00 - $210,200.00 (New York City Metro Area)
$127,100.00 - $187,200.00 (Non-Metro New York state & Washington state)

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short-term disability coverage
Long-term disability coverage
Basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year (non-exempt employees)
Flexible vacation time off program (exempt employees)
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
Annual bonuses (non-sales roles)
Performance-based incentive pay (sales roles)
Grants of Cisco restricted stock units

About the Company

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond.
We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions.
Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless.
We work as a team, collaborating with empathy to make really big things happen on a global scale.
Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.