Leader, Customer Delivery - Technical Account Managers Lisboa

Leader, Customer Delivery - Technical Account Managers
Lisboa
Lisboa, Lisboa, Portugal

Leader, Customer Delivery - Technical Account Managers

Join to apply for the Leader, Customer Delivery - Technical Account Managers role at Cisco Thousand
Eyes.

Who We Are

Cisco Thousand
Eyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and extensive telemetry data from cloud, internet, and enterprise networks, Thousand
Eyes enables IT teams to proactively detect, diagnose, and remediate issues before they impact
- user experiences.

Thousand
Eyes is integrated across the Cisco technology portfolio and beyond, helping customers deploy at scale while delivering AI-powered insights within Cisco’s Networking, Security, Collaboration, and Observability portfolios.

About The Role

The Leader, Customer Engineering will build and lead the Technical Account Management team in EMEA. This team provides
- tier support to our key customers. The role involves both technical leadership and management, overseeing TAM engineers, measuring performance, and ensuring value delivery. You will also join customer calls as needed and establish relationships across internal teams, including Product, Engineering, and Sales. You’ll be responsible for team development, project management, and driving continuous improvement.

What You’ll Do

• Recruit, hire, and onboard new team members.
• Mentor and develop team members, ensuring ongoing training and skill enhancement.
• Manage daily operations within the TAM team in the Americas.
• Communicate effectively on complex issues with high impact or visibility.
• Report on workload, project delivery, and customer enablement metrics; optimize team productivity.
• Build relationships with internal teams, partners, and customers; collaborate on product issues and solutions.
• Assist customers with diagnosing network and connectivity problems.
• Handle escalations related to customer concerns and account issues.
• Manage workload and performance of TAM engineers.
• Coordinate activities aligned with organizational goals, budgets, and policies.
• Implement systematic processes for ongoing performance improvement.

Qualifications

• Customer-first attitude.
• 7+ years of people management experience in Technical Support or Professional Services.
• 10+ years of direct customer engagement, preferably in tech companies.
• Bachelor’s degree or equivalent in Computer Science or related field.
• Strong understanding of network and application protocols (Cisco/Juniper certifications preferred).
• Experience with Cloud/Saa
  S products.
• Excellent communication, presentation, and leadership skills.
• Strong time and project management skills.
• Passion for learning and
  - solving.

We value diverse backgrounds and encourage applicants even if they don’t meet every qualification. Cisco is an Equal Opportunity Employer, committed to diversity and inclusion.

Additional Information

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Sales and Business Development
• Industries: Computer Networking Products

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