Customer Success Business Operations Manager

The Customer Success team of Cisco's new Global Virtual Sales and Customer Success organization has the charter to ensure that all Cisco customers successfully adopt and realize value from Cisco's subscription solutions. The Planning and Operations team is focused on building and executing against our long term Customer Success strategy. Working closely with cross functional teams, this team drives initiatives that will have a material and strategic impact across the entire Cisco subscription portfolio. Team members are analytical and strategic, with a pragmatic sense of getting things done.

Reporting to the Planning and Operations Senior Manager, the Business Operations Manager will be responsible for developing fiscal year plan, establishing governance structure, analyzing business trends, creating executive level insights and reports and providing operational support. This role will also drive initiatives to improve Adopt & Expand team productivity and effectiveness including automated capabilities and scalable coverage model. As a core member of the Planning & Operations team, you will interact closely with the regional Adopt & Expand teams, sales management, and multiple cross functional teams to develop strategy and plan that delivers significant customer usage of Cisco's subscription offer portfolio.
Required Skills and Alignment:
• Strategic thinker, self-driven
o Develop Customer Success GTM strategy and execution plan leveraging three routes to market: Direct, Virtual & Partners
o Create continuous three year vision and roadmap
o Integration of automation and analytics for continued process improvements
o Leverage independent industry best practices and bench marking
o Ability to work independently, while achieving desired results
• Proven ability to execute, by measuring both quantitative and qualitative results
• Align and collaborate with key stakeholders
o Key stakeholders include: Strategy and Planning teams, Business Unit Executives, Regional and Segment Sales Executives, Delivery Executives, GVSCS Executives
o Champion a company-wide culture of Adoption and Expansion driven within Global Virtual Sales and Customer Success
o Tightly integrate plans with the Digitization team around automation and demand gen opportunities and campaigns
o Align with Finance for standardized measurement and forecasting
o Align with Executive Team driving key metrics, communications and objectives
• Enhance effectiveness and efficiency through technology
o Align with other Customer Success Management teams and leverage best practices and tools
o Integrate internal data in order to create a complete customer picture

Share this Job