Customer Experience Director for Expert Care Services

hace 3 semanas


Madrid, Madrid, España Cisco Systems, Inc. A tiempo completo

At Cisco Systems, Inc., we are seeking a highly skilled Customer Experience Director to lead our Expert Care Services team in Madrid. This role is a fantastic opportunity to work with Spanish public sector clients and be part of a dynamic team that provides incident support services.

About the Role

We are looking for a talented individual with excellent customer support process skills to coordinate all areas of Cisco and assist customers in resolving their incidents as quickly as possible. The successful candidate will have a solid understanding of processes, procedures, and systems used to accomplish the work and in-depth familiarity with broader underlying concepts.

The ideal candidate will have a technical background in Cisco technologies or networking and be fluent in English and Spanish. We are also looking for someone who can put themselves in the customer's shoes while maintaining a strong business perspective.

About the Team

You will be part of a team that provides critical incident support services to Spanish security services. Your primary responsibility will be to implement new incident support services and create long-lasting relationships between Cisco and our clients.

Key Responsibilities
  • Coordinate all areas of Cisco to assist customers in resolving their incidents.
  • Lead the operational section of the Quarterly Business Review (QBR) to build trust and articulate value.
  • Develop and maintain relationships with customers' operational teams.
Requirements

To succeed in this role, you will need:

  • Bachelor's degree + 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.
  • Technical background in Cisco technologies or networking.
  • Fluency in English and Spanish.
What We Offer

As a valued member of our team, you can expect:

  • A competitive salary of $120,000 per year, based on your location and experience.
  • A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and career growth.
  • A dynamic and supportive work environment that values diversity, equity, and inclusion.


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