Escalation Manager

Job Description

• Customer Assurance Executive Escalations and Incident Management (CA EEIM)The Business EntityThe Customer Assurance Executive Escalations and Incident Management (CA EEIM) team provides customer and partner critical issue management on behalf of our top executives by routing, resolving, and assisting in the restoration of customer satisfaction, enabling the delivery of standardized resolutions to high-volume customer and partner concerns. The team also provides real-time incident management support for catastrophic outages in collaboration with TAC Duty Managers and, if required, the Customer Assurance (Critical Accounts) Program. The team holds accountability to work with other cross-functional teams to achieve these results.CA EEIM is responsible for successfully leading customer issues on behalf of Cisco s most senior executives. The CA EEIM team member will receive critical issues directly from executives (up to CEO), their Executive Administrators, or the Vice President of Customer Assurance (CA) and will manage issues through to resolution, engaging other Cisco teams as needed. The team member must represent our executives verbally and through written word and will, at times, interact directly with customers and other senior executives.In addition to managing executive escalations, the CAEE TM will support other Customer Assurance activities and initiatives related to escalation management and executive messaging. Project management tasks will be assigned, with ability to lead virtual teams, develop action plans, hold others accountable, and deliver status updates. Team members must possess an ability to assess the criticality of situations and determine the optimal path to resolution. Knowledge of standard Cisco escalation procedures and various organizational responsibilities is required.In addition, the team prepares executives with Customer Assurance escalation insight in advance of customer and partner visits and events and assists in developing appropriate executive messaging to improve the customer experience. The team also drives improvements in the overall escalation capabilities within Cisco through managing the Escalation Leadership Community and ensuring its on-going initiatives.Flexibility is a key quality in Customer Assurance employees who are frequently called upon to quickly adjust to changing business needs and priorities even if this requires a fundamental temporary or permanent shift in responsibilities. Customer Assurance mobilizes the company to respond to situations that put our customers at risk and enables Cisco to pursue high-stakes opportunities. Our culture demands we always do what is best for the customer and for Cisco. Our values are a committed customer mindset, proven leadership, and a whatever it takes attitude.Additional Role & Responsibilities
  • May be required to work non-standard business hours to ensure timely resolution of incidents. Will be provided with appropriate tools and devices to facilitate remote work
  • Required participate in weekly rotation as team s on-call first responder to catastrophic outages and executive escalations.
  • Successfully handle partner concerns and incidents on behalf of our customers and executives by identifying the appropriate action plan and engaging Cisco or partner resources to execute; aim for customer satisfaction
  • Maintain status of all active cases utilizing appropriate tools
  • Use knowledge of the community and standard processes to create an agenda, identify appropriate speakers and participants, and utilize basic project management skills to support community and Summit or other initiatives as required
  • Use relationships across the communities of Cisco Customer Experience and Engineering to ensure appropriate critical issues coverage during Cisco s end-of-year shutdown
  • When warranted, work with input from other CA teams, identify customer experience insights and data appropriate for executive audiences to drive actionable business improvements
  Minimum Qualifications
  • Ability to represent Ciscos executives through excellent communications (written and verbal)
  • Evaluate critical situations and drive appropriate resources and behaviors to resolve incidents
  • Ability to perform situational risk assessment and mitigation
  • Superb communication skills demonstrating understanding of different audience care-about (proficient in English language)
  • Strong leadership skills, lead virtual teams and supervise without authority
  • Ability to consolidate data from various sources and develop coherent executive messaging
  • Project management skills to assist with organizing and leading the Escalation Leadership Community Summit event and follow-on activities
  • Must demonstrate a solid sense of ownership, impartiality, and integrity
  • Excellent time management and work prioritization skills
  • Strong influencing and negotiation skills
  • BS in business, technology/engineering or communications, or related experience
  • Must possess sound business and analytical skills
  • Experience with or be able to quickly learn Cisco escalation processes
  • Experience with various Cisco organizations and roles which typically interact with and support customers
  • Previous customer-facing experience desired

Keyskills :
slaautomationdrivingupsaccountsbig datawritten wordvirtual teamsrisk assessmenttime managementissue managementmanagement skillsleadership skills