[Remote] Technical Account Manager - FedRAMP

Note: The job is a remote job and is open to candidates in USA. Cisco is a leader in networking technology and solutions, and they are seeking a Technical Account Manager for FedRAMP compliance. The role involves providing proactive support for premium accounts, optimizing customer systems, and ensuring excellent customer engagement and experience.

Responsibilities

• Support - Work break-fix issues with customers. Escalate to support team as required
• Optimization - Optimize customer systems to ensure peak performance
• Proactive Customer Engagement - 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
• Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
• Escalations - 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
• Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
• Projects - Project manage many projects concurrently understanding current and future action items

Skills

• 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 (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
• 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 desirable, JavaScript and Python are a plus
• 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

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and 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 determined by Cisco
• 16 days of paid vacation time per full calendar year
• Flexible vacation time off program
• 80 hours of sick time off provided on hire date
• 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

Company Overview