Delivery Leadership
Is Direct customer facing delivery resource, owns profitable and successful customer delivery, quality and realization of business outcomes.
Delivery Excellence
Customers point of escalation for all Cisco services delivery
Serve as lead champion of all customers delivery needs within Cisco CX
Leadership
Coach & mentor across multiple disciplines peer delivery teammates.
Revenue Growth
Partners with sales and BDMs to drive new business opportunities, validating LOE/Costs
Develops strategic understanding of customer delivery, business needs and requirements.
Establishes deep customer relationships, interfacing with and influencing senior levels in Ciscos top accounts
Delivery Excellent
Proactively addresses business or delivery constraints to ensure customer success.
Revenue:
Participates in the integrated account planning with sales, Engineering, Architects, and Advisors.
Achieving Growth targets
Scope
Typically responsible for delivery on 1-3 complex customer (Major and Key Accounts)
Assure customer outcomes across lifecycle of Onboard Optimize
Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
These accounts may have more complexity
Lead the service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities
identify new revenue opportunities
Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
Measure relevant key performance indicators (e.g. SLAs, availability)
Successfully engage and manage partner capabilities and resources as part of the customer experience
Complexity
Solves highly complex problems.
Is able to identify viable (and often innovative) options and use analytical skills and judgement to recommend an appropriate solution.
Leads others to solve issues of diverse scope where analysis requires an understanding of current business trends.
Uses sophisticated analytical thought to exercise judgment and identify innovative solutions.
Results
Maximize customer satisfaction and loyalty scores
Meet/exceed P&L targets
Revenue growth
Identify and share delivery best practices, processes and procedures to improve customer delivery.
Operational Excellence
Account Level Profitability Targets margin, revenue (growth, forecasting)
