[Remote] Technical Account Manager - FedRAMP

Note: The job is a remote job and is open to candidates in USA. Cisco is a leader in networking technology and solutions, and they are seeking a Technical Account Manager for FedRAMP compliance. The role involves providing proactive support for premium accounts, optimizing customer systems, and ensuring excellent customer engagement and experience.ResponsibilitiesSupport - Work break-fix issues with customers. Escalate to support team as requiredOptimization - Optimize customer systems to ensure peak performanceProactive 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 engagementCross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutionsEscalations - 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 geographical regionCustomer Experience - Ensure a great customer experience in all team interactions. Measure and continually improveProjects - Project manage many projects concurrently understanding current and future action itemsSkillsAt least 6-8 + years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organizationAt least 6-8 years + of working directly with customers, within a technology companyBachelor's degree in Computer Science or a related field, or equivalent working experienceExpert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)Experience with Cloud/SaaS software products is highly desirableStrong understanding of ISP, CDN, and cloud service provider networksStrong understanding of web technologies and VoIP applicationsHands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBoxHands on experience with container administration tools such as docker and kubernetesKnowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plusWorking knowledge in security, authentication, permissions, SSOExperience in administering Linux based operating systemsPassionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identifiedExcellent verbal and written communication skills. Heavy focus on using data to articulate messagesThe ability to work effectively in a remote or virtual team environmentExcellent presentation skills coupled with a strong leadership presenceExcellent time & project management skills, with a focus on deliveryInitiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solvingFlexibility to handle critical cases after hours as neededBenefitsMedical, dental and vision insuranceA 401(k) plan with a Cisco matching contributionPaid parental leaveShort and long-term disability coverageBasic life insurance10 paid holidays per full calendar year1 floating holiday for non-exempt employees1 paid day off for employee’s birthdayPaid year-end holiday shutdown4 paid days off for personal wellness determined by Cisco16 days of paid vacation time per full calendar yearFlexible vacation time off program80 hours of sick time off provided on hire dateUp to 80 hours of unused sick time carried forwardAdditional paid time away may be requested to deal with critical or emergency issues for family membersOptional 10 paid days per full calendar year to volunteerCompany OverviewCisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press. It was founded in 1984, and is headquartered in San Jose, California, USA, with a workforce of 10001+ employees. Its website is http://www.cisco.com.