Customer Experience Delivery Lead

hace 1 semana


Madrid, Madrid, España Cisco Systems A tiempo completo

Job Overview: We are seeking an experienced Customer Experience Delivery Lead to join our team in Madrid. This is a full-time role that requires on-site presence 5 days a week.

About the Role: As a Customer Experience Delivery Lead, you will be responsible for delivering Expert Care services to our clients. You will work closely with the customer's operational teams to resolve incidents quickly and efficiently. Your primary goal will be to maximize availability and increase the customer's operational efficiency.

Key Responsibilities:

  • Coordinate all areas of Cisco to assist the customer in resolving their incidents as quickly as possible
  • Act as a point of escalation for the customer, keeping them updated throughout the life of their incident
  • Lead the operational section of the Quarterly Business Review (QBR), building trust and articulating value
  • Collaborate with other Expert Care resources to maximize availability and increase the customer's operational efficiency

Requirements:

  • Bachelor's degree or equivalent + 7 years of relevant experience, or Master's degree + 4 years of relevant experience
  • Advanced customer support process skills
  • Solid understanding of processes, procedures, and systems used to accomplish the work
  • In-depth familiarity with broader underlying concepts in own job family/job discipline
  • Technical background in Cisco technologies or networking in general
  • English and Spanish language proficiency

Why Choose Cisco? At Cisco, we believe in the power of technology to transform lives. Our mission is to make a positive impact on the world by connecting people, places, and things. Join us and be part of a team that is shaping the future of technology.

Salary Range: €60,000 - €80,000 per annum, depending on experience.



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