Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group and is a foundational component of Cisco’s growing Observability business.

About The Role

Are you a skilled Salesforce Administrator passionate about optimizing and maintaining Salesforce instances, particularly within Service Cloud and support processes? ThousandEyes is seeking a motivated and detail-oriented individual to join our Business Systems team as a Salesforce Administrator. In this position, you will support our Customer Engineering team's robust Salesforce roadmap while assisting all areas of our Salesforce instance. Your expertise will be instrumental in enhancing our Service Cloud features, including case management, chat functionality, and integrating new AI enhancements. In addition to focusing on Service Cloud, you will be responsible for the day-to-day Salesforce administration tasks, ensuring seamless operation and efficient automation.

What You’ll Do

• Customize and deploy Service Cloud features to align with the company's goals and support the Salesforce roadmap of our Customer Engineering team.
• Improve and refine existing automated support processes, including case management and chat functionalities, to enhance customer and user experiences.
• Collaborate in the integration of cutting-edge AI features aimed at elevating service quality and operational efficiency.
• Create informative dashboards that provide actionable insights to Customer Engineering leadership, facilitating data-driven decision-making and performance tracking.
• Manage user accounts, profiles, and permission sets to maintain data security and access control.
• Troubleshoot and resolve Salesforce bugs, issues, and inconsistencies in a timely manner.
• Migrate legacy automation to Flow for improved system efficiency and scalability.

Qualifications

• 2 - 5 years of proven experience as a Salesforce Administrator, with a deep understanding of Salesforce configuration, customization, and administration.
• Proficient in English for effective daily communication with international teams.
• Highly proficient with Service Cloud features, case management, chat functionality, and AI integration.
• Salesforce Administrator and Service Cloud certifications.
• Strong problem-solving skills and the ability to work collaboratively with cross-functional teams.
• Excellent communication skills and the ability to effectively convey technical concepts to non-technical stakeholders.
• A passion for staying updated on Salesforce best practices and industry trends.
• Experience with Salesforce Knowledge base and articles taxonomy.
• Expertise with Slack integration

Nice to have

• Proficiency with Experience Cloud Experience with customer success and professional services platforms such as GuideCX, Catalyst, Gainsight, etc.
• Prior experience in a support role Broad experience working with executives in support, sales, marketing, and finance and understanding their diverse needs.
• Expertise in Feedback Management Experience with Salesforce Einstein Bots, Next Best Action

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

US – COMPENSATION RANGE – MESSAGE TO APPLICANTS

638,200 - 829,300 MXN

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, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. 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.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.