Support Acquisition Integration and Offer Strategy SME
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About The Position
The Support Engine is a small senior, self-driven team of specialists in automation and support tools to enable world class support delivery. We have two primary functions: Automation to improve the quality of customer support while reducing costs and support tool acquisition integration - migrating acquired support teams from existing support tools to Cisco Support tools. Migrating acquired company support teams to Cisco tools enables these teams to take advantage of Cisco's automation and policies globally within our mature and best-in-class support organization. Support Offers and differentiation of support plays a key role in both automation and migration of acquired teams. The primary role for this function is to be both a strategist and an execution leader for migrating acquired companies to Cisco Support Tools. This includes getting a deep understanding of the support teams current tools, policies, practices and automation and mapping those to Cisco's. The role requires an understanding of Commerce Tools (CCW, CCW-E), our Support Entitlement approach, Cisco Support Tools (CSOne, and SCM) and Cisco TAC policies and automation platforms. With this combination of experience and knowledge this individual will partner with the Business Units and Cisco IT to define a migration strategy for each team. Ultimately the learnings will lead to the creation of a Support Migration playbook which can be leveraged for any future acquisition. This role is critical for managing costs, providing a consistent support experience for Cisco Customer, Partners and internal stakeholders, and for getting the most out of our Support Automation investment.
