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 development and execution of action plans to address critical customer issues.- Communicates critical issue status to C-level customer, partner, and Cisco leaders.- Engage and actively work with executive level staff on customer cases and other escalations.- Identify systemic trends, engages business owners, develop plans and drives actions to prevent future problems.

- 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 unit.- Report customer status, needs, and outcomes of critical escalations directly to SVP/VPs of Cisco's cloud software and collaboration businesses. Drive bug fixes and feature requests into the product to meet customer demands and mitigate long-term and systemic issues.- Work across multiple lines of business to solve the most complex customer issues by leveraging resources in multiple BU, partner, and external teams.- Directly managed COVID response and remote work scaling efforts for multiple federal institutions, hospital networks, and vaccine producers as well as authoring and editing administrator rapid deployment guides used on cisco.com

- 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 plans to address underlying systemic issues affecting user satisfaction with the service.- Prepared and delivered internal and external executive communications regarding critical incidents and ongoing investigations.- Coordinated root cause analyses with operations and engineering teams with customer executives, internal leadership teams, and other stakeholders.- Directly troubleshot backend and customer premise systems responsible for delivering the various Webex services to end users (Meetings, Teams/IM, Calling, identity, endpoints).

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.- Acted as the strategic resource and primary liaison for partners covering general escalations, technical issues, and incident response for Cisco’s hosted collaboration products.- Delivered enterprise-class relationship and escalation support as part of the overall Webex offerings.- Worked to ensure key aligned partners and executive contacts are engaged as a part of the larger Cisco account management, engagement, and service delivery efforts.- Simultaneously manage multiple projects and escalations, some or all of which are highly visible within the customer, partner, and Cisco organizations

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 training for new SVP/VP onboarding.-Operationally managed 2 employees in the US and India and temporarily managed teams of 5 to 20 new hires during their onboarding, training, and first case taking periods.-Interfaced with organization’s leadership, business analysts, and product managers to ensure accurate and effective design, development, and implementation of learning materials and metrics.-Created and owned process for internal communications for releases and high touch issues.

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 SME/Peer Trainer for WebEx Connect product line beginning in 2008.*Consistently improved product knowledge and personal metrics (CSAT).

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