Strategy & Operations Manager, Americas Customer Success

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
  • Job Id

Why you'll love Cisco:

Are you ready to change the World? Do you want to be passionate about your employer and the brand you represent? Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to public and private sectors, smart cities, and everyday devices in our homes. Here, that means you will take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with expert mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You'll Do

Reporting to the Chief of Staff, the Strategy & Operations Manager will be responsible for providing business planning assistance, periodic measurements of effectiveness, and helping define new streamlined processes and applying practices and tools in support of improving day-to-day Customer Success operations.

  • You will develop marketing content for external and internal awareness of America’s Customer Success team mission
  • You will build content for internal & external communications such as newsletters, one-pagers, etc.
  • Align and collaborate with internal partners including; Global Enablement (operations support), Digital Experience & Analytics, and Global Virtual Engineering teams to help drive scalability of adoption
  • You will craft and drive meaningful adoption and marketing collateral for Americas that align with overall digital experience and elevate customer product usage
  • Track and report on key metrics working with across multiple platforms, working with data analysts
  • Provide analysis and develop presentations for business reviews with key partners
  • Assist in planning, development, and execution of training across Customer Success teams
  • Support organizational goals by collaborating with cross-functional business units, sales, services, and marketing
  • Complete research on industry trends, related events, publications, and announcements; plan and execute participation when appropriate

Who You'll Work With

At Cisco, Customer Success is a critical component of our business and our future. Cisco believes in a complete lifecycle of customer success, improved revenue and overall company growth. With Customer Success, Cisco strives to continually drive faster “time to value” and improve the overall experience for our customers. We demonstrate our ability to influence, use digital innovation and scale via our global partner ecosystem.

Who You Are

The Strategy and Operations Manager is passionate about building and executing against our long term Customer Success strategy. Working closely with cross functional teams, you will help drive initiatives that will have a material and strategic impact across the entire Cisco subscription portfolio. You are analytical and strategic, with a pragmatic sense of getting things done.

  • 2+ years of technical, business and/or sales experience; preferably in Software, XaaS, Cloud and Subscription Licensing solutions, and Customer Success organization
  • You have strong analytical capabilities: and are comfortable with analyzing data
  • You demonstrate effective organizational and time management skills
  • Proven teammate and ability to orchestrate value in coordination with multiple partners
  • Excellent written, verbal communication, listening and presentation skills. Able to articulate complex ideas and strategies to people at all levels of the organization.
  • Strong Excel and PowerPoint skills required
  • Strong marketing, design, & communication skills required
  • Project Management skills a bonus
  • Experience with Jive a bonus
  • SmartSheet skills are a bonus
  • Bachelor’s degree from a reputable university/college

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to craft 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, techies, 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. Bring your ideas, your passion and your creativity – let’s do this!!

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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