Jack Gross Email & Phone Number

San Jose, California, United States

- Operating at the highest level of escalation for the most critical customer issues at Cisco.- Manage a cross functional crisis response program that prepares for and responds to natural disasters such as seasonal hurricanes and the 2023 Maui Wildfires.- Effectively leads cross-functional, multi-cultural and geographically dispersed teams in the.

- Built and managed a team of interdisciplinary engineers handling the top.1% of customer issues and incidents. This team serves as collaboration business unit's shock troops and are deployed on the hardest problems and toughest customer satisfaction situations. We are the last line of escalation management and engineering in the collaboration business.

- Coordinated cross‑functional response for critical customer accounts, serving as liaison between engineering, operations, support, sales and account teams, product management, and Cisco’s executive leadership team.- Worked directly with top revenue generating customer’s C/VP-level stakeholders to understand the customer experience and drive improvement.

Rancho Cordova, California

- Founded and grew a technical relationship management and support team for Cisco’s Global Partner accounts.- Handpicked and directly managed a small, focused, team of 6 partner SME's responsible for enabling the successful delivery of, and ongoing support for, Cisco's collaboration portfolio by our largest lifecycle partners, representing over $750m ARR..

Bellingham, Washington Area

Coordinated and led a 32 person charity bicycle trip from Portland, OR to Bellingham, WA.

Roseville, CA

-Troubleshot, isolated, and escalated one-off issues, outages, bugs, and security vulnerabilities to the engineering team while acting as a buffer between development staff and our customers, CS/Sales teams, and executives

Rancho Cordova, CA

-Created and maintained content development, delivery, and evaluation strategy, schemata and policies for the Collaboration Application Technical Services Training Team, a team I founded.-Managed development and deployment of multiple concurrent New Hire, New Product, and Ongoing Release training for 4 teams in 6 global centers and bespoke executive.

Southern United States

Planned, coordinated and led a 27 person, 4151 mile, charity bicycle trip from Florida to California.

Rancho Cordova, CA

*Acquired dense client side, network, and operational knowledge for complex web applications*Troubleshot inbound customer calls, escalations, and supervisor assigned urgent support cases with consistent focus on rapid resolution and customer satisfaction.*Became an expert in WebEx and Cisco collaboration and UC products and services.*Assumed role of.

Citrus Heights, CA

Managed chicken delivery for both the counter and window with a core focus on CSAT and SLA.

Education record

Education record

Engineering