TAM Customer Delivery Architect |ThousandEyes

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues - before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

As a Customer Delivery Architect, you are the pinnacle of technical and strategic leadership within our ThousandEyes TAM organization. This role is designed for our most experienced and impactful Sr TAM/Engineers who possess an unparalleled depth of technical expertise, a proven track record of driving strategic customer outcomes, and a passion for mentoring and elevating their peers. You will be instrumental in shaping the future of our TAM program, leading complex engagements, and acting as a critical bridge between our most strategic customers and Cisco's product and engineering teams.

• Strategic Account Leadership: Lead the strategic engagement and architectural guidance for our most critical and complex ThousandEyes customers. Drive transformative outcomes by aligning ThousandEyes capabilities with customer's long-term business objectives and network strategies.
• Executive & Architectural Influence: Cultivate and expand executive-level relationships within customer organizations, serving as a trusted advisor on network observability, performance, and digital experience. Influence customer architectural decisions and advocate for ThousandEyes best practices at the highest levels.
• TAM Program & Peer Leadership: Act as a thought leader and subject matter expert for the entire TAM team. Provide advanced technical mentorship, coaching, and guidance to fellow TAMs on complex customer scenarios, architectural challenges, and strategic account management. Contribute significantly to the development and evolution of TAM methodologies, best practices, and internal knowledge sharing.
• Advanced Escalation & Crisis Management: Serve as the ultimate escalation point for the most challenging technical and strategic issues impacting our top-tier customers. Drive rapid resolution, proactive risk mitigation, and ensure transparent, executive-level communication across all stakeholders, both internal and external.
• Product & Engineering Liaison: Function as a primary technical voice of the customer for Product Management and Engineering. Proactively identify product gaps, advocate for critical feature enhancements, and drive the resolution of systemic issues that impact the broader ThousandEyes customer base.
• ThousandEyes Adoption & Optimization Mastery: Drive the deepest levels of ThousandEyes adoption and ensure optimal, high-availability deployment configurations within the most demanding customer environments. Develop and disseminate advanced architectural patterns and operational best practices for the platform.
• Innovation & Market Insight: Continuously monitor industry trends, competitive landscapes, and emerging technologies in network observability and digital experience. Translate these insights into actionable strategies for ThousandEyes product evolution and customer engagement.
• Complex Project & Program Management: Expertly manage multiple concurrent, high-impact projects and strategic programs that span across customer accounts, internal teams, and product initiatives.
• Cross-Functional Strategic Alignment: Collaborate closely with Sales, Engineering, and other cross-functional teams to identify and capitalize on new business opportunities, influence strategic account planning, and ensure a unified approach to customer success.
• Technical Content & Training Development: Proactively anticipate and lead the creation of advanced technical documentation, playbooks, and training modules for the TAM team, enhancing collective expertise and delivery consistency.
• Hiring & Onboarding Contribution: Play a pivotal role in the technical interviewing, assessment, and advanced onboarding of new TAMs, ensuring a high bar for technical excellence and cultural fit.

• Bachelor’s degree with 12+ years of related experience, Master’s degree and 6+ years of related experience or PhD with 5+ years of related work experience.
• Experience designing Cisco ThousandEyes solutions from planning to implementation
• Experience designing, implementing, or troubleshooting enterprise or service provider networks using routing protocols such as BGP, OSPF, or EIGRP, and networking technologies such as MPLS, SD-WAN, or QoS.
• Experience deploying, administering, or troubleshooting network infrastructure or applications in at least one public cloud environment (AWS, Azure, or GCP) or hybrid cloud architecture.

• Experience managing complex technical escalations involving enterprise customers and coordinating issue resolution with cross-functional teams, including Engineering, Product Management, or Technical Support.
• Experience turning customer business goals into a written technical plan with expected results, risks, and ways to measure customer use.
• Experience designing or guiding solutions that use artificial intelligence or machine learning, including how data is handled and reviewed for responsible use.
• Experience using customer usage or product performance data to identify changes that improve reliability or efficiency.
• Experience mentoring technical colleagues or creating training materials used by a team.
• Experience coordinating delivery with teams in more than one region or business area.
• Experience sharing technical practices through a customer presentation, team session, or industry event.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.