TAM Customer Delivery Architect

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Lead strategic engagement and provide architectural guidance for key and complex ThousandEyes clients.

• Align ThousandEyes capabilities with clients' long-term business goals and network strategies.

• Foster executive-level relationships with clients, offering advice on network observability, performance, and digital experience.

• Influence client architectural decisions and promote ThousandEyes best practices.

• Mentor and coach Technical Account Managers (TAMs) on intricate customer situations, architectural challenges, and strategic account management.

• Contribute to TAM methodologies, best practices, and facilitate internal knowledge sharing.

• Act as the primary escalation point for challenging technical and strategic matters.

• Ensure swift resolution, proactive risk mitigation, and maintain communication with executive-level stakeholders.

• Represent the technical needs of clients to Product Management and Engineering teams.

• Identify product deficiencies, advocate for feature improvements, and assist in resolving systemic issues.

• Promote ThousandEyes adoption and ensure optimal, high-availability deployment configurations.

• Develop and share advanced architectural frameworks and operational best practices.

• Monitor industry developments, competitive landscapes, and emerging technologies.

• Manage multiple concurrent, high-impact projects and strategic initiatives.

• Collaborate with Sales, Engineering, and cross-functional teams to enhance customer success and strategic account planning.

• Create advanced technical documentation, playbooks, and training materials.

• Participate in technical interviews, assessments, and the advanced onboarding of new TAMs.

⛳️ Requirements

• Bachelor's degree with 12+ years of relevant experience, Master's degree with 6+ years of relevant experience, or PhD with 5+ years of relevant work experience.

• Proficiency in designing Cisco ThousandEyes solutions from the planning phase through to implementation.

• Experience in designing, implementing, or troubleshooting enterprise or service provider networks.

• Familiarity with routing protocols such as BGP, OSPF, or EIGRP.

• Knowledge of networking technologies like MPLS, SD-WAN, or QoS.

• Experience in deploying, administering, or troubleshooting network infrastructure or applications in at least one public cloud environment (AWS, Azure, or GCP) or hybrid cloud architecture.

• Proven experience managing complex technical escalations involving enterprise clients and coordinating issue resolution with cross-functional teams, including Engineering, Product Management, or Technical Support.

• Ability to translate customer business objectives into a documented technical plan with expected outcomes, risks, and metrics for measuring customer usage.

• Experience in designing or guiding solutions that incorporate artificial intelligence or machine learning, including responsible data handling and review processes.

• Proficiency in utilizing customer usage or product performance data to identify improvements in reliability or efficiency.

• Experience mentoring technical colleagues or developing training resources for a team.

• Ability to coordinate delivery with teams across multiple regions or business areas.

• Experience in sharing technical practices through client presentations, team sessions, or industry events.

🏝️ Benefits

• Opportunities for growth and development at Cisco.

• A global network of experts and collaborators.

• Collaborate and make an impact on a worldwide scale.