Who we are?

Cisco's Critical Accounts Program (CAP) stands out as an industry leader, anticipating and resolving complex customer challenges that pose difficulties for others.

This role is 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.

We are the ultimate customer advocate and operate guided by a set of principles cultivated over time. With the sponsorship of our CEO and bolstered by the Senior Executives team, we adopt the "Do Whatever It Takes" approach. We collaborate cross-functionally to unite organisations in addressing the most critical customer and partner concerns.

What You'll Do

1. This role is open across APJC region, you will work in your current location and be part of a diverse team located across APJC.

2. Build and lead cross-functional, multi-cultural and geographically dispersed teams in the development and execution of action plans to address critical customer issues.

3. Effectively communicate critical issue status in appropriate detail for CxO levels within Cisco, customers, and partners.

4. Actively work with executive-level stakeholders on CAP cases, identify systemic trends, engage, and coordinate with business owners to develop plans and drive actions to prevent future problems.

5. Provide leadership and be the ultimate customer advocate.

6. Educate and mentor on effective escalation practices and issue management in order prevent problems from becoming critical.

7. Ability to work non-standard hours and weekends.

8. 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.

While this position holds a specialised nature, a positive attitude and strong aptitude remain essential. The selected candidate will embark on a comprehensive three-month bootcamp / shadowing program, designed to ensure your success in this role.

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 sound understanding of Cisco’s business.
• • Ability to collaborate, be resilient in a fast-paced matrixed organisation 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.
• • Cisco Network Certifications.
• • Program Manager (PgM).
• • Project Management Professional (PMP).