Customer Experience Services Manager

Company: Cisco Systems, Inc.
Location: Durham , North Carolina, United States
Type: Full-time
Posted: 02.DEC.2019

Summary

What You'll Do The Partner Service Delivery Manager is responsible for setting the strategic services direction that anticipates and addres...

Description

What You'll Do

The Partner Service Delivery Manager is responsible for setting the strategic services direction that anticipates and addresses the business and technology needs for our top strategic customers. This plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and to assure customer objectives and business, innovation and operational outcomes are achieved. Influencing customer decision making via compelling points of view and thought leadership on technology drivers for their business and has a high degree of credibility with both their business and IT executives. As a trusted advisor, you will assess the customer requirements, influence service delivery methods and execute improvements through the eyes of the customer.

o Establish an executive level presence with partners and customers and become a trusted advisor to influence technology and budget decision-makers across the highest levels of their organization; maintain key executive (ex: VP, CxO) relationships and directly influence CIO/CTO

o Build deep relationships with partner and customer senior leadership, partners and the extended Cisco account team members in achieving their goals; influence customer line of business (LoB) executives around technology strategy, bridging the gap to IT; influence and work with customer procurement - understand process, commercial terms, etc.

o Create an overall vision and strategic plan for partner's and customer's success in applying, using and adopting Cisco technology to achieve their business outcomes

o Responsible for executive communications to the partner and customer and to Cisco senior leadership

o Lead service delivery experience to the partner and customer - single point of ownership and accountability for all customer service delivery related activities and interaction

o Lead and manage a diverse team of Program Managers, Project Managers and Engineers responsible for delivering high quality services and outcomes to our customers.

o Manage partner and customer level profitability - manage and report contract metrics, identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets

o Assure customer outcomes and customer satisfaction with service delivery, drive value in service delivery and maximize customer loyalty with key stakeholders

o Successfully partner with customer sales leadership and key Cisco stakeholders to develop and execute 1-3 year integrated account plans and regional expansion strategies that results in business growth

o Collaborate with sales teams and innovation teams to maximize profitability and revenue opportunities within service solution areas

Operational Excellence

o Capture and articulate value with key stakeholders (e.g. QBR/JBR)

o Implement industry leading practices (e.g. ITIL Incident Management) around service delivery

o Measure relevant key performance indicators (e.g. SLAs, availability)

o Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate

o I nfluence and challenge the partner's and customer's thinking to develop better solutions to business and IT objectives

Innovation / Change Advocacy

o Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction

o Lead internal cross-functional teams to drive programmatic improvements with impact throughout the organization

o Provides thought leadership as part of partners and customers extended leadership team

o Influence Cisco Engineering and Marketing direction and roadmaps to align to customer requirements and care-abouts

o Develop and shape new business model solutions to meet customer needs (e.g. as-a-service, new consumption etc.)

Who You'll Work With

The Business Entity
Customer Experience US Commercial Partner Delivery Team--This opportunity involves helping to shape the partner's and customer's vision and achieve outcomes leveraging best of breed technology in collaboration, networking, security, and cloud.

The Team
The Delivery team provides emerging solutions and architectures to partners and customers - along with cutting edge consulting to ensure customer success. Our team members work collaboratively and together to deliver business outcomes to our customers, along with the resources to insure personal and professional growth.

Who You Are
You've got experience advising partners and customers, managing complex delivery engagements and supporting the consultative sales process. You develop deep and trustworthy relationships with all of your stakeholders. You have a reputation of delivering projects on time and within budget that result in glowing customer references and team members who want to do it all over again. You have good analytic and decision-making skills. Your strong communication skills and high emotional intelligence help you influence others.

Our minimum requirements for this role:

o Executive Level Strategy Development

o Expert skills in delivery management

o Ability to influence decisions related to services and technologies across customers IT and Lines of business

o Financial and Business Acumen - knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment ROI)

o College Degree (Bachelor, Masters) - technical or business

5+ years relevant industry related experience

Account accountability and empowerment delivered through matrixed team (PM, CE, etc.)

o Ability to establish and maintain key executive (ex: VP, CxO) relationships and directly influence CIO/CTO

o Successfully navigate across Cisco and customer landscape to drive mutual success - understand and manage political realities to achieve goals

o Must be located in Southern CA, Utah, Nevada or Arizona area

o Travel required

Why Cisco

# WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! - provided by Dice

 
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