Cisco is hiring a Customer Care Manager to manage strategic customer relationships within the IoT Control Center division. The role focuses on providing exceptional service through the customer lifecycle, ensuring timely issue resolution, and balancing customer advocacy with Cisco’s business objectives.

Key Responsibilities:

• Provide “White Glove” service to customers, from onboarding to Day 2 account management.

• Act as the first point of contact for customer concerns and urgent requests, collaborating with Cisco teams to resolve issues.

• Monitor SLA performance metrics and ensure compliance with service agreements.

• Lead incident resolution and conduct Root Cause Analysis (RCA) as needed, including after-hours support.

• Balance customer needs with business objectives to enhance customer satisfaction.

Minimum Qualifications:

• Fluency in English is required; Arabic fluency is preferred.

• BA/BS in Computer Science or a related technical field.

• At least 6 years of experience in customer care, technical support, or engineering.

• Experience with cloud or SaaS solutions is necessary.

Preferred Qualifications:

• Strong customer management skills, including follow-through and attention to detail.

• Support experience in high-tech, 24×7 support environments.

• Knowledge of IoT, M2M, or connected car technologies.

• Familiarity with carrier network key nodes (e.g., HSS, MME, PGW) and cloud networking solutions.

Why Work for Cisco:

• Inclusive culture that celebrates diversity and fosters belonging.

• Learning and development opportunities at every career stage.

• Hybrid work environment, pioneering flexible work trends.

• Commitment to volunteerism with 80 paid volunteer hours each year.

• Technology-driven innovation in areas such as security, enterprise infrastructure, and sustainability.

This is an exciting opportunity to join a global leader in technology and contribute to transforming the future of connectivity and customer service.