Customer Care Manager

Cisco Systems; Riyadh; On-site; SAR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Care Manager to enhance customer relationships and ensure exceptional service delivery. This role involves advocating for customers, managing service incidents, and collaborating with technical teams to provide top-notch support. The ideal candidate will have extensive experience in customer care and technical support, with a strong focus on cloud and SaaS solutions. Join this dynamic team to make a significant impact in the IoT space and help shape the future of customer experience. If you are passionate about technology and customer advocacy, this is the perfect opportunity for you.

Qualifications

• 6+ years in customer care or technical support.
• Experience in high-tech environments providing remote support.

Responsibilities

• Provide White Glove service throughout the customer lifecycle.
• Coordinate resolutions for service incidents with internal experts.
• Prepare incident root cause analyses and deliver solutions.

Skills

Customer Care

Technical Support

SaaS Solutions

Cloud Solutions

Communication Skills

Education

Bachelor's in Computer Science

Equivalent Experience

Job description

Your Impact
As a Customer Care Manager, you will maintain strategic relationships with our customers, serve as the first point of contact for concerns or urgent requests, and collaborate directly with multi-functional Cisco teams and managers to deliver exceptional care to Cisco IoT Control Center customers and partners. This role is highly transparent, demanding, but also very fulfilling. You will resolve customer issues with the support of a skilled and highly technical support team. Your social skills will help you advocate effectively for the customer and provide a superior customer experience.

Responsibilities include:

1. Providing White Glove service throughout the customer lifecycle, from onboarding to Day 2 account management.
2. Balancing customer needs advocacy with Cisco's business objectives.
3. Supporting Service Level Agreement (SLA) performance and Key Performance Indicator (KPI) metrics for the service provider (SP).
4. Being the first point of contact for concerns or urgent requests from the service provider or customer partner.
5. Handling service incidents and coordinating resolutions with internal domain experts, even outside regular work hours as needed.
6. Preparing incident root cause analyses (RCA) and delivering solutions within SLA timeframes.

Minimum Qualifications

• Fluency in English.
• BA or BS in Computer Science or related technical fields or equivalent experience.
• Minimum of 6 years in customer care, technical support, professional services, engineering, sustaining engineering, or systems engineering.
• Experience with cloud or SaaS solutions.

Preferred Qualifications

• Fluency in Arabic is preferred for supporting Arabic-speaking customers and partners.
• Ability to lead customer relationships, demonstrate excellent management, follow-through, resourcefulness, and attention to detail.
• Experience in high-tech environments providing remote 24x7 support and handling critical issues for an international customer base.
• Effective written and oral communication skills, including professional email and phone communication.
• Knowledge of IoT or M2M verticals and connected car call flows is desirable.
• Understanding of carrier network key nodes such as HSS, MME, PGW, SMSC, STP, with adaptability to new technologies.
• Experience with cloud networking solutions.