Customer Care Manager (IoT SaaS)

Cisco Systems, Inc.; Riyadh; Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Care Manager, where your role will be pivotal in ensuring exceptional service for clients. You will maintain strategic relationships, act as the first point of contact for urgent requests, and collaborate with multi-functional teams to deliver superior customer experiences. This position offers the opportunity to work in a dynamic environment, balancing customer advocacy with business objectives. If you are passionate about technology and customer service, this role promises to be both challenging and rewarding.

Qualifications

• 6+ years in customer care or technical support roles.
• Experience with cloud or SaaS solutions is essential.

Responsibilities

• Maintain strategic relationships with customers and partners.
• Provide 'White Glove' service throughout the customer lifecycle.
• Resolve customer issues with a skilled support team.

Skills

Fluency in English

Customer Relationship Management

Technical Support

Cloud Solutions

SaaS Solutions

Communication Skills

Education

BA or BS in Computer Science

Equivalent Experience

Job description

Cloud and Data Center, Internet of Everything

Job Id: 1437282

Meet the Team

The Customer Care Manager team, alongside the Support Team, is responsible for interfacing with our valuable customers to meet and exceed their operational expectations. This highly cohesive team skillfully balances interaction with internal teams to fulfill customer requests.

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 work directly with multi-functional Cisco teams and managers to facilitate the best care for Cisco IoT Control Center customers and partners. This role is transparent, demanding, yet highly fulfilling. You will resolve customer issues with the support of a highly skilled and technical support team. Your social skills and customer advocacy will generate a superior customer experience.

• Provide “White Glove” service throughout the customer lifecycle, from onboarding to Day 2 account management.
• Balance customer needs advocacy with Cisco’s business objectives.
• Support SLA performance and Key Performance Indicator metrics for the service provider (SP).
• Act as the first point of contact for concerns or urgent requests from the service provider or customer partner.
• Handle service incidents and coordinate resolutions with internal experts, even outside regular hours as needed.
• Prepare effective incident RCA reports and deliver solutions within SLA times.

Minimum Qualifications

• Fluency in English.
• BA or BS in Computer Science or related fields, or equivalent experience, with at least 6 years in customer care, technical support, engineering, or systems engineering roles.
• Experience with cloud or SaaS solutions.

Preferred Qualifications

• Fluency in Arabic is preferred to support Arabic-speaking customers and partners.
• Strong customer relationship management, follow-through, resourcefulness, and attention to detail.
• Support experience in a high-tech environment providing remote 24x7 critical support and issue resolution for international customers.
• Excellent written and oral communication skills, professional email communication, and effective phone communication.
• Knowledge of IoT or M2M verticals and connected car call flows is a plus.
• Understanding of carrier network key nodes such as HSS, MME, PGW, SMSC, STP, with ability to adapt or develop expertise in new technologies.
• Experience with cloud networking solutions.

#WeAreCisco

#WeAreCisco emphasizes diversity, inclusion, and community engagement, fostering a culture of learning, development, and innovation. We support hybrid work, employee resource groups, volunteer time, and a purpose-driven environment that aims to power an inclusive future for all.