At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We've recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service delivery
The TAM role is a proactive technical support role for premium support accounts: you'll be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift. The TAM will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model. The TAM provides select account premium support for those that purchase the TAM service, and the key value includes providing customers with a named support engineer who understands the customers team and network. TAM's work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.
What You'll Do
- Technical Support - Work break-fix issues with customers. Escalate to support team as required
- Optimization - Optimize customer systems to ensure peak performance
- Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on
- customer engagement
- Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds& solutions
- Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographi
📌 Technical Account Manager (Ciudad de México)
🏢 Cisco Systems
📍 Ciudad de México
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