Cisco Systems – Leader, Customer Delivery – Sao Paulo – Brazil

February 27, 2023
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Job Description

About Us

AppDynamics is the Application Intelligence company that is part of Cisco. With AppDynamics, enterprises have real-time insights into application performance, user performance, and business performance so they can move faster in an increasingly sophisticated, software-driven world. Our integrated suite of products is built on our innovative, enterprise-grade App iQ Platform that enables our customers to make faster decisions that enhance customer engagement and improve operational and business performance. AppDynamics is uniquely positioned to enable enterprises to accelerate their digital transformations by actively monitoring, analyzing, and optimizing complex application environments at scale which has led to proven success and trust with the Global 2000.

About the Role

The Services Delivery Manager is a key people manager role in the post-sales organization which is responsible for ensuring customers realize the full value of their investment in our technology. You will be managing a team of talented and experienced consultants and solutions architects with deep knowledge of AppDynamics and the surrounding technology landscape.

You will exemplify these traits

• Curious – Have a desire to truly and intimately understand our customer’s business problems

• Creative – In finding a sustainable path to yes

• Partnership – To both the customer and to our colleagues outside of the services organization

• Technology First Mindset – We sell software for technologists and we speak their language

• Empathetic – Connect at a human level with our customers and be able to walk in their shoes

Key responsibilities (What Do You Do?)

• Build the best-in-class technical services delivery team consisting of consultants and solution architects

• Recruit, onboard, train, and develop consultants and architects, as well as retain them by fostering a supportive and collaborative team culture

• Partner with the sales and other services teams to scope new opportunities and plan delivery

• Develop professional services delivery practice through the creation of repeatable processes and implementation of best practices

• Own and manage the overall health and long-term services strategy for customer accounts in the region

• Deliver services sales and revenue targets for the region

• Effectively manage field escalations and collaborate with various stakeholders to develop positive outcomes

• Be the player-coach and provide ongoing support to team members during customer engagements

• Foster collaboration with our product, support, and engineering teams and provide feedback from the field on features and functionality

Critical Experiences (What experiences do you Need?)

• Masters in Computer Science or a similar technical field

• 10+ years of relevant technical experience, or 5+ years on AppDynamics products

• Excellent people management track record. Be an extraordinary leader who can quickly gain the trust of very highly skilled technical team members

• Previous experience as a technical or pre-sales Consultant for an enterprise software company or for a recognized consultancy firm

• Expert level understanding of the application performance management space with hands-on experience on AppDynamics or a competing product

• Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)

• Adopts a consultative and prescriptive approach that inspires trust and confidence

• Effectively facilitates workshops and meetings (design thinking experience is a plus)

• Expert, hands-on level experience (2+ years) in at least three of the following technical domains

    • SDLC practices including Agile practices, DevOps, and CI/CD strategies
    • IT Operations (NOC or similar)
    • Performance Engineering/Testing
    • Virtualization and/or Containerization (Kubernetes, Docker, etc)
    • Cloud technologies (Azure, AWS, etc)
    • Application Performance Management
    • Application Development
    • Enterprise Operating Systems
    • Database Technologies
    • Enterprise Servers and Network Technologies
    • Experience with JavaScript (JQuery, Dojo, AngularJS, etc)
    • Java (to include J2EE) Stack Technology Proficiency and Awareness
    • .Net Technology Proficiency and Awareness

• ITIL, TOGAF certifications a plus

• Strong command of English and either Spanish or Portuguese language (written and spoken)

Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target and do not include equity or benefits. Individual pay is determined by the candidate’s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.