Support Customer Experience Product Manager, Cisco Meraki
$120.3-177.7k
Cloud-based network platform
Job no longer available
Cloud-based network platform
1001+ employees
Job no longer available
$120.3-177.7k
1001+ employees
Company mission
To simplify technology so passionate people can focus on their mission.
Role
Who you are
- 3+ Years of Customer Experience Product Management
- Proven Experience in at least 2 of the 3:
- Experience with Support or Service organizations,
- Familiarity with networking technology and/or Software as a Service (SaaS),
- Experience with rolling out a value-added customer-facing service
Desirable
- Abstract problem solver who can spot the patterns of high value customer problems and ask the difficult questions
- Strong customer empathy, initiative, "can do" demeanor, and interpersonal skills
- Ability to distill complicated ideas into just the right number of words, confidently present in front of audiences of all sizes and types, and influence executives and other business leaders
- Confirmed examples of project management work spanning technical teams (Product, UX, Support, Engineering, etc.) to deliver features/products or processes
- Data driven and analytics-based focus
- Can work independently with limited direction
- Bachelor's degree in Information Systems, Computer Science, Engineering, or related degree
- Familiarity with Cisco CX, Cisco or Meraki solutions is a plus
What the job involves
- We're looking for a purposeful, well-organized, and influential teammate to sustain the next generation of Cisco Meraki Support as we expand to new markets and larger customers
- You will be working alongside and embedded with our Support enablement and program management teams, and you’ll directly feel the positive impact that your work has on our customers!
- A typical work week might consist of:
- Putting the final touches to next year roadmap before your planned presentation to Support Leadership
- Collaborating with Cisco Marketing and CX to understand how a new Cisco offering may impact our existing processes
- Meeting with a Support Senior Manager to get resources with special skills for a small scale proof-of-concept
- Revising backlog priorities after project delay was uncovered
- Primary responsibilities
- 50% Product Management
- Discover the customer journey throughout Support, anticipate and identify gaps in the customer experience with technologies sitting at the intersection of Cisco and Meraki products and services
- Define the vision to augment the Support Customer Experience strategy and get Senior leadership on board by developing strategic plans, roadmap and positioning
- Collect data to prove or disprove assumptions or possible directions and build data dashboard to identify trends
- Strengthen our relationship with Cisco teams to achieve agreed-upon goals, and evangelize our strategy to facilitate discussions
- Build and keep up-to-date all product-related documentation (including the Product Support model PRD, decisions, decks and status updates), author epics, and drive agile product planning
- 30% Project Management
- Identify project impacts on organization, structure, processes, tools, hiring, interviewing, and people
- Navigate trade-offs, quickly resolve discovered issues, promote the agreed-upon solution and devise delivery, communication and change management plans
- Detect communication and knowledge gaps, connect SMEs and own the ultimate responsibility for project success
- Collaborate with every department involved in the implementation of your CX projects to expedite execution
- 20% Professional development
- Stay proficient in the latest releases of our products, services and offerings, and find the intersection between your personal development interests and our business needs to identify side projects
Our take
Cisco Meraki, formed from the acquisition of Meraki by Cisco in 2012, is an industry-leading cloud-managed IT company. Its technology provides unified management of mobile devices, Macs, PCs, and entire networks, all from a centralised dashboard.
Originally founded in 2006, Meraki's transformation to Cisco Meraki allowed it to reach more than 2 million active networks, and over 7 million devices globally, on top of gaining the strength of Cisco’s resources. The company has kept pace with the rise of hybrid workforces and multi-cloud environments with its Secure Access Service Edge (SASE) offering, which bridges networking and security so that workers have seamless, secure access wherever they are working from.
Operating in a growing industry, there is plenty of opportunity for Cisco Meraki to expand its operations, and to further develop its offerings. The company supports a range of clients, encompassing roughly 75% of Fortune 500 companies, and including names such as Audi, Applebee's, and Colliers International.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2012
$40m
SERIES D
Feb 2011
$15m
SERIES C
Total funding: $80m
Company HQ
Mission Bay, San Francisco, CA
Leadership
Brett Hull
(Head of Engineering (Not Founder))Previously Research Associate and Postdoctoral Associate at MIT and Software Development Intern at Lawrence Livermore National Laboratory.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job