(1204853) Customer Engagement Manager

  • Company: Cisco
  • Posted: May 06, 2017
  • Reference ID: 1204853
What You'll Do

The purpose of the Customer Engagement Manager position is the successful development of customer-specific services strategies and associated deals which align to customer priorities and expectations while growing Cisco's services business profitably. The role directly supports the Services Delivery Executive or Regional leader where appropriate and will work closely with the services Solutions Integration Architects, Customer Operations Managers, Program & Project Managers, CoE Delivery & Practice Teams, Commercial Finance, and especially Cisco Sales Agents.
Who You'll Work With
This critical role partners with the Cisco Sales team to ensure Cisco's proposals and offers align with customer requirements and expectations and grow the Services Business profitably. The role will also work closely with the COE and Services Practices teams on the alignment of strategy and planning.
Who You Are
Operational responsibility and accountability for driving monthly Financial and Demand Forecasting and Reporting
Responsible for driving profitable services business growth, both revenue and margin, for assigned accounts
Primary point-of-contact for Sales in developing services business strategies and screening potential new offers/deals
Represents all of the Cisco Services portfolio to Sales Agents and customers
Responsible for initiating changes to services offers to better align with customer requirements
Engage with Sales to identify options/ strategies for services offers/ proposals that meet Cisco and customer requirements
High level strategy review and deal screening of proactive/reactive service proposals, RFX responses, etc.
Accurate forecasting of revenue and margins; long range and 30/60/quarterly updates
Provide a review function to ensure all offers requiring support by the Services Value Team are screened and vetted
Presents periodic customer reviews of Cisco's overall services portfolio and active/planned deliverables
Supports contract development efforts with the Services Value Team
Interlocks with Sales on Booking forecasts and sales funnel quality
Interlocks with Services COEs on resource forecasting
Interlocks with Services Practices on portfolio improvements
Interlocks with Sales, SIAs, and COMs on defining upsell and new services sales opportunities
Coordinates requirements gathering and analysis for new proposed services offers

Required Competencies:

1. Data Analysis: Identifying patterns and trends in both quantitative and qualitative data to make decisions, solve problems, and devise solutions.
2. System & Process Fluency: Using applications/systems and standardized processes to help improve the operational efficiency.
3. Communication Skills: Ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand sales team needs and resolve issues in a timely manner while maintaining a consistent demeanour.
4. Critical Thinking: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address sales challenges and new opportunities; taking courses of action based on sound analysis and judgment.
5. Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and efficiently manage work activities.

Experience Needed:
The ideal candidate has sales, sales support, business development, product management, and/or project management background.
Minimum of 8 years of experience with the follow qualifications:
  • Knowledge of Cisco Architecture solutions
  • Financial analysis and forecasting skills
  • Demonstrated experience in direct customer facing engagements positioning the value realized in Cisco Services adoption and utilization.
  • Proven experience in effectively managing customer operational challenges and executive escalations.
  • Requires proven and effective leadership and collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues.
  • Build an understanding of Cisco Service Portfolio
Supervisory experience
Knowledge of Cisco Services Portfolio
Tool and Process Knowledge
Customer Operations Models (i.e. ITIL)
Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

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