27 days old

Customer Operations Manager 1333100

Cisco Systems Inc.
Carolina Shores, NC 28467
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What You'll Do

The Americas Regional Operations team within the Customer and Partner Services (CPS) organization is seeking a strong, highly reciprocal Customer Operations Manager (COM) to run account team regions within the Global Enterprise Segment. As the Customer Operations Manager, you will directly support Global Enterprise Northeast and Midwest Atlantic Account Teams. You will also lead initiatives related to process improvement or strategic business improvement and have responsibility for delivery of the following CPS service offerings:

  • Primary operational business planning point of contact for internal Cisco stakeholders (i.e. supply chain, compliance, global tax etc.) and external stakeholders (Sales, CX, Partners, Customers etc.)
  • Deliver a range of key responsibilities spanning commit management, operations performance management, driving operational initiatives, representing your stakeholders on high impact policy, program & capability rollouts
  • Develop and handle customer Operational Account Plans for Quarterly alignment to Sales priorities and opportunities
  • Lead internal operations reviews to senior/executive management, communicating analysis into Key Performance Indicators and articulating top opportunities
  • Actively assess strategic/critical deal pipeline to ensure aligned operational support
  • Sensing and assessing strategic deals across product, service & software as well as other strategic Cisco solutions
  • Supervise performance indicators, delegating actions across internal teams to ensure SLAs are met
  • Identify recurring trends to optimize service offering and adoption
  • Engage with customers, partners, and account teams at an executive level
  • Facilitate short-term fixes and demonstrate lessons learned from critical business issues to drive long term resolution
  • Understand commission and goaling policies of region
  • Lead efforts to propagate tailored information on upcoming changes in tools, processes, and policies to sales teams
  • Coordinate and track adoption of new or improved processes, capabilities, and policies with Sales through virtual review and/or training
  • Be responsible for the role of Operational Leader for your stakeholder

Who You'll Work With:

You will engage cross functionally across Cisco relating the needs of the business and establish a relationship with your stakeholders to drive operational efficiency.

Who You Are:

You deeply understand Sales needs and translate them into actions to be performed by operations. You have a familiarity with navigating the formal and informal channels of the CPS/Ops organizations.

To perform successfully in this role, you will need to:

  • Demonstrate leadership and experience in driving business process improvements through knowledge of CPS systems and business processes and their integration with the customer to ensure ease of doing business with Cisco
  • Participate on a weekly/monthly/quarterly/yearly schedule to commit management for account teams in assigned sales regions
  • Have flexibility in a constantly changing business environment and can meet the business needs.
  • Collaborate with customer and supply chain resources to optimize forecast, delivery, and revenue recognition potential
  • Lead change management initiatives regarding Cisco tools, policies, and processes to ensure partner understanding, enablement, and compliance
  • Provide regularly recurring month/quarter end operational support
  • Understand the financial workings of the field you will support

Minimum Qualifications

  • BA/BS degree, or equivalent plus 7+ years of related client facing experience including 3+ years as a PM, team lead, supervisor or manager
  • You have a proficiency in leading and maintaining a set of projects requiring multi-functional partnerships with demonstrable experience in guiding and/or training teams face to face or virtually.
  • You have experience in DMAIC driven methodologies to lead continuous improvement in large corporations and a basic understanding of Ciscos portfolio of Product, Software, Services and Solutions (Preferred).

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Posted: 2021-05-26 Expires: 2021-06-26
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Customer Operations Manager 1333100

Cisco Systems Inc.
Carolina Shores, NC 28467
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