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ThousandEyes
Krakow, WI | Full Time
6 Months Ago
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Technical Account Manager
ThousandEyes Krakow, WI
Full Time | IT Outsourcing & Consulting 6 Months Ago
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ThousandEyes is Hiring a Technical Account Manager Near Krakow, WI

Who We Are

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.

About the Role

At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We’ve recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service delivery.

The TAM role is a proactive support role for premium support accounts: you’ll 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.

Role Requirements

  • At least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
  • At least 5-7 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

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
  • Special projects as assigned

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do –you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

POST DATE

09/02/2022

EXPIRATION DATE

10/24/2022

WEBSITE

thousandeyes.com

HEADQUARTERS

AUSTIN, TX

SIZE

200 - 500

FOUNDED

2010

TYPE

Private

REVENUE

$50M - $200M

INDUSTRY

IT Outsourcing & Consulting

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ThousandEyes cloud-based platform that offers network infrastructure monitoring, application troubleshoot and internet performance solutions.

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The following is the career advancement route for Technical Account Manager positions, which can be used as a reference in future career path planning. As a Technical Account Manager, it can be promoted into senior positions as an Account Manager IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Account Manager. You can explore the career advancement for a Technical Account Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Technical Account Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Account Manager for your reference.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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