Critical Accounts Program

3 days ago

Singapore Cisco Systems Full time

**Who You'll Work With**:
Cisco's industry leading Customer Assurance Program (CAP) is a global team, and this opportunity will be responsible for customers throughout Asia Pacific, ASEAN, India, Japan, and Greater China. It is a strategic and highly visible role, and we are very passionate about our work.

CAP has an excellent reputation for customer centricity, and we operate based on a set of principles that we have built over time. With the sponsorship of our CEO and support by the Senior Executives team, we operate under the "Do Whatever It Takes" approach to work cross-functionally to align organizations to resolve the most critical customer and partner concerns.

**What You'll Do**:

- ** This role is open across APJC region**, you will work in your current location and be part of a diverse team located across APJC.
- Build and lead cross-functional, multi-cultural and geographically dispersed teams in the development and execution of action plans to address critical customer issues.
- Effectively communicate critical issue status in appropriate detail for CxO levels within Cisco, customers, and partners.
- Actively work with executive-level partners on CAP cases, identify systemic trends, engage, and coordinate with business owners to develop plans and drive actions to prevent future problems.
- Provide leadership and be the ultimate customer advocate.
- Educate and mentor on effective escalation practices and issue management in order prevent problems from becoming critical.
- Ability to work non-standard hours and weekends.
- While typically infrequent, this job may require short notice travel in urgent situations.

**Who You Are**:
An outstanding team-mate who is energetic, objective and enjoys solving challenges, experienced in handling situations that are sophisticated, urgent, and potentially costly if not resolved.

Someone who is adept at working across cultural boundaries to navigate and remediate technical and business issues in critical accounts, while maintaining positive business partnerships at the executive level and building trusting teams.

Use critical thinking to solve business problems, be able to derive insights from new lenses and exercise discretionary decision-making.

You are committed to sharing success with your team and have a strong sense of ownership and accountability, and you take personal responsibility for all actions taken by the team.

**Vital skills**
- Strong leadership and program management - Ability to lead cross-functional teams and partner with other groups to develop and execute complex programs with a high degree of ambiguity.
- Excellent verbal and written communication skills.
- A good understanding of Cisco’s business.
- Ability to collaborate, be resilient in a fast-paced matrixed organization and be the leader that people turn to in a crisis.
- A strong sense of ownership, initiative, and empowerment.
- Creative and critical thinking, flexibility, and versatility.

**Beneficial skills**
- Influencing, diplomacy, conflict resolution and risk / mitigation skills.
- Good executive-level communication skills.
- A sound business, technical, and financial understanding.
- Program management experience including setting up timelines, communications plans, and relationship maps.

**Helpful certifications**
- Incident Management training.
- Crisis Management Communications certification.
- ITIL Certification.
- Program Manager (PgM).
- Project Management Professional (PMP).
- Cisco Network Certifications

**We Are Cisco**:
Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can’t put us in a box

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colourful ha

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