Job Summary

Name of the role: Team Manager – Customer Onboarding and Platform Support

Purpose of the role: Lead the end-to-end Customer Onboarding and Platform Support function for Cisco IQ in the Philippines, ensuring seamless customer onboarding, platform adoption, operational excellence, service delivery, stakeholder satisfaction, and achievement of business KPIs. The role is accountable for team performance, process governance, resource planning, escalations, and continuous improvement initiatives. Based on the analyst role's onboarding, adoption, customer engagement, reporting, and cross-functional collaboration responsibilities.

Designation: Team Manager
Main Language: English
Work Location: US, Guatemala, Philippines
Availability of working in the following time zones: 

•    Philippines candidates: 9:00 AM PHST

Key Responsibilities

Scope of Work:
•    Operational Leadership
o    Own overall delivery and performance of the Customer Onboarding & Platform Support function. 
o    Manage multiple Team Leads and support specialists. 
o    Establish operational KPIs, SLAs, and performance standards. 
o    Drive productivity, quality, customer satisfaction, and adoption goals. 
o    Ensure operational readiness for new programs, launches, and process changes

•    Customer Success & Adoption
o    Develop strategies to improve customer onboarding completion rates and platform adoption. 
o    Review customer health metrics and identify at-risk accounts. 
o    Drive customer retention and engagement initiatives. 
o    Oversee customer escalation management and executive-level communications.

•    Stakeholder Management
o    Act as primary point of contact for Cisco business stakeholders. 
o    Lead governance reviews, operational reviews, and business performance discussions. 
o    Collaborate with Product, Engineering, Customer Success, Operations, and Program Management teams. 
o    Present business insights, risks, trends, and improvement plans to leadership.

•    People Leadership
o    Lead a team of Team Leads, SMEs, and Analysts. 
o    Drive hiring, workforce planning, succession planning, and talent development. 
o    Conduct performance reviews, coaching sessions, and career development discussions. 
o    Foster a customer-centric and high-performance culture.

•    Reporting & Business Insights
o    Own operational dashboards and executive reporting. 
o    Analyse onboarding trends, adoption metrics, customer feedback, and operational performance. 
o    Provide data-driven recommendations for process optimization. 
o    Track KPIs such as: 
    SLA adherence
    Customer adoption rate
    CSAT/NPS
    Time-to-value
    Escalation volume
    Team productivity
    Quality metrics

•    Process Excellence
o    Drive continuous improvement and automation initiatives. 
o    Identify process gaps and implement corrective actions. 
o    Ensure compliance with operational procedures and governance frameworks. 
o    Lead change management and operational transformation projects.

Skill Requirements

Should Have:
•    Working Experience
o    Philippines candidates: 6-10 Years
•    Experience in customer onboarding, customer support, platform operations, service desk, or account management.
•    2-4 years of people management experience leading teams of 15-50+ FTEs
•    Strong stakeholder management and executive communication skills.
•    Experience managing customer onboarding and customer lifecycle programs.
•    Strong business reporting and analytics capabilities.
•    Experience with CRM platforms, reporting tools, and operational dashboards.
•    Strong understanding of identity management, user onboarding, access management, and platform operations.
•    Advanced proficiency in Excel, Power BI, and PowerPoint.
•    Ability to manage large-scale customer operations in a fast-paced environment.

Good to have:
•    Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, or similar enterprise technology platforms. 
•    Prior experience leading small teams, managing operational queues, or supporting escalations.
•    Exposure to CRM tools, customer management platforms, and adoption tracking processes. 
•    Lean Six Sigma or Continuous Improvement certification.
•    Experience managing global or multi-geo teams. 
•    Knowledge of Customer Success frameworks and SaaS onboarding models.

Other Requirements

Behavioral competencies: 
•    Strategic thinking and business acumen
•    Executive presence
•    Data-driven decision making
•    Strong customer obsession
•    Change leadership
•    Cross-functional influence
•    Coaching and talent development
•    Ownership and accountability
•    Risk management and escalation handling