The Services Leader manages Professional Services and TAM teams, ensuring customer onboarding, driving engagement, and overseeing service delivery in the APJC region. This role requires collaboration with internal teams, mentoring team members, and fostering a customer-centric culture.
About Cisco ThousandEyes:
The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become an unknown they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco's Network Services Business Group, and is a foundational component of Cisco's growing Observability business.
About the Role
As the Services Leader for the APJC region, you will oversee the Professional Services and Technical Account Management (TAM) teams at ThousandEyes, a Cisco company. The Professional Services team is responsible for driving customer onboarding by delivering seamless implementation and comprehensive training for new and expanding customers. The TAM team acts as a trusted advisor and strategic partner to our clients, fostering deeper engagement and supporting ongoing adoption and expansion efforts. Both teams are united by a strong focus on customer success and value realization. In this highly visible and impactful managerial role, you will be accountable for the overall delivery of services across the APJC region.
You will work collaboratively with peer organizations across ThousandEyes and Cisco, particularly Customer Success and Sales, to ensure a cohesive and unified approach to customer engagement and value delivery. Your ability to build strong partnerships will be critical in identifying growth opportunities, driving customer adoption, and ensuring a seamless customer journey.
You will build, manage, and inspire a team of skilled Professional Services and TAM professionals, empowering them to address complex service requests and resolve sophisticated customer challenges. You will take ownership of the end-to-end customer experience, proactively identifying opportunities, overcoming challenges, and acting as the key liaison between technical and business stakeholders. Additionally, you will be responsible for fostering the professional growth and development of your team, providing guidance, mentorship, and opportunities for skill advancement to support long-term, rewarding careers within ThousandEyes. Your leadership will be instrumental in cultivating a culture of collaboration, innovation, and customer-centricity, ensuring the ongoing success of both our customers and employees.
Requirements
Responsibilities
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become an unknown they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco's Network Services Business Group, and is a foundational component of Cisco's growing Observability business.
About the Role
As the Services Leader for the APJC region, you will oversee the Professional Services and Technical Account Management (TAM) teams at ThousandEyes, a Cisco company. The Professional Services team is responsible for driving customer onboarding by delivering seamless implementation and comprehensive training for new and expanding customers. The TAM team acts as a trusted advisor and strategic partner to our clients, fostering deeper engagement and supporting ongoing adoption and expansion efforts. Both teams are united by a strong focus on customer success and value realization. In this highly visible and impactful managerial role, you will be accountable for the overall delivery of services across the APJC region.
You will work collaboratively with peer organizations across ThousandEyes and Cisco, particularly Customer Success and Sales, to ensure a cohesive and unified approach to customer engagement and value delivery. Your ability to build strong partnerships will be critical in identifying growth opportunities, driving customer adoption, and ensuring a seamless customer journey.
You will build, manage, and inspire a team of skilled Professional Services and TAM professionals, empowering them to address complex service requests and resolve sophisticated customer challenges. You will take ownership of the end-to-end customer experience, proactively identifying opportunities, overcoming challenges, and acting as the key liaison between technical and business stakeholders. Additionally, you will be responsible for fostering the professional growth and development of your team, providing guidance, mentorship, and opportunities for skill advancement to support long-term, rewarding careers within ThousandEyes. Your leadership will be instrumental in cultivating a culture of collaboration, innovation, and customer-centricity, ensuring the ongoing success of both our customers and employees.
Requirements
- Exceptional "customer first" attitude, consistently prioritizing customer success and satisfaction
- 7+ years of people management experience within a Technical Account Management or Professional Services organization
- Minimum of 10 years of customer engagement experience, ideally within a technology company
- Demonstrated understanding of Customer Success and Sales organizations, with proven experience collaborating effectively with both.
- Demonstrated experience in creating, developing, and managing teams of direct reports, with strong leadership, coaching, and development skills
- Outstanding verbal and written communication skills, with the ability to effectively convey technical concepts and collaborate in a team environment
- Strong negotiation, listening, and presentation skills, coupled with a commanding leadership presence
- Role model for ThousandEyes culture and values, fostering a positive and collaborative team environment
Responsibilities
- Recruit, hire, and onboard new team members, building high-performing and collaborative teams.
- Mentor and develop team members to enhance their skill sets and performance, ensuring continuous training, enablement, and professional growth.
- Plan, prioritize, and manage the daily activities and workload of skilled network engineers within the APJC PS and TAM team
- Establish and nurture collaborative relationships with internal teams, external partners, and customers, including cross-functional collaboration with Sales and Customer Success
- Lead by example to create a shared vision and foster a culture of excellence, accountability, and customer-centricity within the team.
- Ensure timely and effective communication with all relevant stakeholders regarding complex or high-impact issues.
- Participate in the development and execution of strategic plans to support business growth, improve customer and employee satisfaction, and ensure operational excellence and talent development.
- Report on key metrics related to workload volume, project delivery, and customer enablement to upper management and executive leadership; build and enhance internal reporting and processes to optimize team productivity, identify trends, and drive product improvements.
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
