Leader, Customer Delivery - Technical Account Managers

Job Description

Cisco is seeking a Leader for the Customer Engineering team to build and lead the Technical Account Management team in EMEA. This role involves both technical and managerial responsibilities, ensuring the TAM engineers deliver value to top customers. The Leader will establish relationships with peer groups across the organization, including Product, Engineering, and Sales. They will mentor team members, provide guidance on skills development, and drive continuous progress on projects.Responsibilities:

• Team Building: Recruit, hire, and onboard new team members.
• Mentor and develop team members to enhance their skills and performance.
• Day-to-day management of a team within the Americas TAM organization.
• Ensure timely communication to all partners for sophisticated issues.
• Report metrics on workload volume, project delivery, and customer enablement.
• Establish and develop relationships with internal teams, external partners, and customers.
• Partner with customers to investigate and diagnose network and internet connectivity problems.
• Handle hierarchical escalations and customer concerns.
• Manage workload for assigned TAM engineers.
• Lead organization operations by advising and coordinating activities.
• Ensure ongoing performance improvement by crafting and deploying systematic processes.

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.
• 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.
• 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.