1206546 - Customer Engagement Manager

  • Location:
    Glendale, California, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
    Service Provider
  • Job Id



What You'll Do

This is an important time of transition for GSP (Global Service Provider) Service Delivery segment. There is a lot going on across our global team as we move to our new operating model and organizational design. Immense amount of collaboration is taking place between service delivery, sales and engineering to make sure we cater to the technological needs of some of the world's largest Service Providers. This is truly next generation of Cisco's Service Provider business to ensure we are there for our customers, supporting them with emerging technologies likes SDN, Cloud, Data Center, Virtualization, IoT, IoE etc. 



Who You'll Work With

Are you ready for the next wave? Here, you'll be bringing resolution to our customers' complex network issues while you work hand in hand with some of the brightest people in Cisco. Don't miss the boat in further enhancing your skill set, and making sure you are more prepared to the needs and requirements of future network engineer role. Invest in your future! 



Who You Are

The purpose of the Customer Operations Manager is to ensure the optimal alignment and delivered value of Cisco's services to customer's needs and requirements. This primarily focuses on the adoption, expansion, and value realization of the entire Cisco Services portfolio but also includes the responsibility of effectively remediating escalation issues through the engagement of Cisco resources.  In addition, the role will work closely with the services Solutions Integration Architects, Services Engagement Managers, Program & Project Managers, CoE Delivery & Practice Teams, and Cisco Sales Agents. 



Responsibilities include:

  Operational responsibility/ accountability for ensuring customer outcomes are achieved and services value is recognized Responsible for ensuring as committed deliverables meet quality expectations Responsible for identifying new Cisco Services expansion sales opportunities Responsible for communicating new sales opportunities to the Services Engagement Manager Primary point-of-contact for the customer for communications and rapid and effective resolution of major escalations Represents the performance of entire Cisco Services portfolio to our customers Responsible for identifying and communicating changes to services offers to better align with customer requirements Engage with Customers validate that as-delivered services meet contracted customer requirements and expectations Outline/scope potential new services offers and proposals that expand Cisco's ability to serve the customer Provide executive communications and reviews (e.g.,Deleted QBR JBRs) highlighting Cisco's value contributions Support the planning activities for Services Engagement Managers and Solutions Integration Architects Supports contract development efforts with the Services Value Team Interlocks with Customers on as-delivered project status and adoption; alignment to customer KPIs Interlocks with SEMs on sales opportunities and market potential Interlocks with Program/ Project Management teams on quality and scheduling of deliverables Interlocks with Sales Support Resources on planning and operational performance (e.g., HTOMs; AS NOS; etc.) Interlocks and engages with all appropriate Cisco resources (e.g., TAC; BUs; BEs; CAP; etc.) on critical escalations. Contributes to requirements gathering and analysis for new proposed services offers Engage, manage and own periodic customer and Cisco communication of projects, events and issues Available as escalation point of contact for the franchises being managed by COM 


Minimum Qualifications -  Client Operations or System Engineering background in client facing role. -  Managed Service Delivery exp. (Operations, Initiatives, Pre Sales) -  The ideal candidate has customer network operations, business development, and/or project management background. --  This individual is energetic and personable, self-starter, thrives in a dynamic environment, possess the ability to manage several simultaneous designated projects. -  Knowledge of Cisco Services Portfolio  -  Tool and Process Knowledge  -  Services Portfolio knowledge -  Customer Operations Models  -  Ability to negotiate to successful outcomes - Required -  Ability to leverage business knowledge and data analyses to create actionable recommendations - Required -  Ability to lead and manage multiple initiatives which impacting Cisco's services to achieve effective outcomes - Required -  Ability to collaborate across multiple organizational boundaries to achieve objectives - Required -  Ability to anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives - Required -  Ability to define/ implement process improvements utilizing quality assessment and improvement skills - Required -  Excellent leadership, collaboration and communication skills - Required 


Required competencies include: 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.


Desired Skills  * Knowledge of Cisco Architecture solutions  * Financial analysis and forecasting skills  * Customer Operations Models (i.e. ITIL)  * Financial analysis and forecasting skills  

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 inspiring 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

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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