Additional Location(s) or Information:
Job Category: Solution Selling
Level of Experience: Experienced - Non Manager
Requisition #: R1019082
Who You'll Work With
The Web Service Provider customers are transforming the way business is being conducted across the industry. Cisco is at the forefront of enabling cloud providers to innovate through our deep network knowledge coupled with the drive toward a Dev-Ops framework.
Now is an exciting time to be part of the transformation of Cisco's Web Customers. These fast paced customers are driving the adoption of Dev-Ops and Cisco is positioned as their premier partner. We are seeking a seasoned individual to fill the role of Customer Operations Manager.
What You'll Do
The Customer Engagement Manager is a critical role in assuring the profitable growth of Cisco's Services that are correctly aligned with customer needs. The CEM is a primary resource to Cisco's sales teams in defining services strategies (e.g., new; upsell; renewals) for positioning services offers with the customer. In addition, the CEM assists sales in converting opportunities into qualified Services proposals, matching the selection and price of service elements to customer value.
The CEM is the integrator of the active and planned services offer portfolio for the assigned accounts/franchises and interlocks with customer and COE resource teams to align plans to effectively support project and program execution. Managing the financial growth of the business, both for revenue and margin, is a key responsibility of this role.
The CEM is a primary services team business interface for Sales and COEs for items directly related to the assigned accounts/franchises. As such, extensive coordination of resources within the Services Theater is essential to create an effective business plan.
The CEM is expected to work independently, and aligns the development and execution of actions with Services team leaders/members for a specific customer or customer franchise. This position is assigned to large complex accounts/franchises and can be a supervisory position. Often covers multiple technology domains.
The successful CEM establishes deep and strategic customer relationships, interfacing with and influencing senior level operations executives in Cisco's top customer accounts. This position reports directly to the Services Delivery Executive (SDE).
Ability to be a trusted advisor -- to influence/inspire confidence and build deep and enduring relationships with Cisco Sales & COEs/Practices. Ability to position Value realized from adopting and driving increased utilization of Cisco services; propose recommendations to Sales agents and leaders and COEs/practices. Ability to present Cisco Offer Portfolio value to Customer executives. Ability to evaluate the health of the assigned services portfolio and profitability grow the services business. Possess core skills in: problem solving, negotiating, business writing, interpersonal relationship management, effective presentation, and active listening. Hands-on experience in services portfolio management, services delivery, and business requirements development. Ability to understand customer strategies, business challenges, and desired business outcomes and align Cisco services performance to achieve customer success. Strong knowledge and understanding of the entire Services Portfolio offerings. Ability to understand and execute on Cisco business initiatives and customer priorities to drive CSAT and Cisco business growth. Financial Acumen - Understand customer and Cisco finance and P&L process and standards. At the most senior professional level, the CEM is expected to work independently, and aligns the development and execution of actions with
Who You Are
Do you have previous exp in selling Cisco Services? Do you have 3 + years in services product management or financial management exp? Do you have 3 + years of experience with proven and effective leadership and collaboration skills?(handling conflicting pressures and priorities while resolving complex issues)
If so, our minimum requirements for this role are:
- 5 + years of experience in customer centric roles, within delivery, IT, pre-sales.
- Should possess strong communication and presentation skills with demonstrated ability to communicate complex ideas in a simple way and proven track record with senior management communications.
- 5+ years of experience in direct customer facing engagements positioning Cisco Services adoption and utilization.
- Requires an undergraduate degree (or equivalent). MS or MBA is preferred.
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.
Job Type: Experienced
Opportunity Category: Services, Global Service Provider
A little about us:
We are one, big, techie, employee tribe that changes the world while having fun.