1+ months

Customer Success Management - High Touch Engine - Business Operations Manager

Cisco Systems Inc.
San Jose, CA 95113
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What Youll Do

In this critical role, you will ensure definition and execution of processes and tools to support Ciscos Customer Success Executives (CSE). CSEs are executives covering the top accounts at Cisco to drive adoption of software and services subscriptions based on a tight alignment with the customer priorities. This new role is part of the High Touch Engine within the Customer Success Management team. The High Touch Engine focuses on the success and impact of the CSEs. This role will operate in partnership with multiple teams within the Cisco Customer Experience (CX) organization. You are the driver to assure the needs of the Customer Success Executives are captured and introduced to tools, dashboards and processes that help maximize the impact of the role.

Specific Responsibilities Include:

Understand and assess processes and tools that the CSE role leverages to do their role.

Capture all the different groups that the CSE role interacts with including, but not limited to, Sales and Partners to map the right processes that must get implemented.

Assure that CSE regular adoption motions, progress to achieve customer goals and programmatic initiatives and campaigns have the right processes and tools to be impactful

Work with High Touch Engine Team, CSE Console team and other teams to understand present and coming needs that will be captured on roadmap

Connect with CSEs and CS Leaders to have firsthand view on needs, gaps, and opportunities.

Who You Are

You have a passion for processes and tools with a great understanding of the High Touch engagement needs in Customer Success. You are a motivated self-starter with a bias for action. You have a proven track record in performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlines effectively. You can create compelling fact-based strategies that drive action using concise business terms. You can make strategy measurable.

Our minimum requirements:

Your role is people, data, and communications intensive; it requires excellent leadership, critical thinking, independence, organization, data analysis, presentation, and communication skills

Bachelor degree required; Masters preferred

5+ years experience in business operations for sophisticated technologies sold via a recurring revenue model. Cisco experience preferred

SFDC reporting and Excel data file manipulation to generate measurable insights. Comfortable with Salesforce, Gainsight, Excel, and other data analysis tools and databases (Tableau, Looker, Snowflake, etc...)

Strong leadership, communication, and organizational skills with the flexibility to shift priority projects as required. Excellent written and verbal communications including the ability to communicate complex ideas via simple and intuitive communications Analytical skills to develop insights into complex business issues

Strong eye for business and decision-making ability

Ability to influence others yet open to different perspectives

Why Cisco

#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. If you have a passion for technology, and changing the world, just be you, with us!

Posted: 2021-05-07 Expires: 2021-07-12
Sponsored by:
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Customer Success Management - High Touch Engine - Business Operations Manager

Cisco Systems Inc.
San Jose, CA 95113
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