Support Acquisition Integration and Offer Strategy SME

Meet the Team

The Support Engine is a small senior, self-driven team of specialists in automation and support tools to to enable world class support delivery. We have two primary functions: Automation to improve the quality of customer support while reducing costs and support tool acquisition integration - migrating acquired support teams from existing support tools to Cisco Support tools. Migrating acquired company support teams to Cisco tools enables these teams to take advantage of Cisco's automation and policies globally within our mature and best-in-class support organization. Support Offers and differentiation of support plays a key role in both automation and migration of acquired teams.

Your Impact

The primary role for this function is to be both a strategist and an execution leader for migrating acquired companies to Cisco Support Tools. This includes getting a deep understanding of the support teams current tools, policies, practices and automation and mapping those to Cisco's. The role requires an understanding of Commerce Tools (CCW, CCW-E), our Support Entitlement approach, Cisco Support Tools (CSOne, and SCM) and Cisco TAC policies and automation platforms. With this combination of experience and knowledge this individual will partner with the Business Units and Cisco IT to define a migration strategy for each team. Ultimately the learnings will lead to the creation of a Support Migration playbook which can be leveraged for any future acquisition.

This role is critical for managing costs, providing a consistent support experience for Cisco Customer, Partners and internal stakeholders, and for getting the most out of our Support Automation investment.

Primary responsibilities:

• Understand and document the current state for SaaS Support teams for leverage by a larger working team
• onboarding and authentication models as we'll be bridging the product portal with IT systems
• Create a strategy (working with a team) for migrating to Cisco Support Tools (SCM and CSOne) including entitlement, support offers, support policies & practices and automation
• rollout strategy)
• Document strategy decisions for clarity and reviews with the team (strong program management skills are key)
• Leverage learnings to create a playbook and a set of strategy documents and templates to ease future migrations
• Be the offer interlock SME for Collaboration and acquired SaaS team migrating to Cisco to align on support differentiation delivery and automation

Minimum Qualifications

• Extensive knowledge of Cisco Support tools, policies and processes (10+ years of Cisco Support experience)
• Entitlement, SCM/CSOne) and ability to understand complex IT architectures and integrations to Business Unit portals

• Ability to see a strategy/goal and build a plan to get there and communicate that plan across teams . Able to drive & lead very complex projects and decisions across migrations projects that span 6+ teams.
• Senior level authority and confidence to drive outcomes when the Business Unit (product team) and IT may not agree on approach or design
• Strong program management skills and attention to detail are essential. Documenting strategies and decisions is key to getting a common understanding, as a plan of record and to leverage for the next acquisition

Preferred Qualifications:

• Strong communication skills: efficient, no fluff, gets to the point. Ability to present to various levels and adjust content and detail to the audience spanning from Executives down to detailed IT engineers.
• Fearless and unwavering. Ability to navigate through setbacks and failures with a spirit of learning for the next one
• Has a sense of urgency. We need a doer, not just a talker. We need someone who will get the work done, not talk about getting the work done.
• Strong sense of customer (will care about the UX, ensure quality, guide the team to good decisions for the customer)
• High-verify, attention to detail and rigorous follow up.

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