21 days old

Services Manager, Managed Services (1286486)

Cisco Systems Inc.
Manchester, England M3 3
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What Youll Do

As Service Manager, you will be a highly critical customer representative that is hyper intimate with the customers operations team and business decision-makers to drive the customer business outcomes and accelerate their value realization of Cisco Managed Services. You will be the primary interface for Ciscos Managed Services accounts working closely with the Customer Success Executives and Services Delivery.

You are passionate about the clients successful adoption and use of the Managed Services, and the best ways to utilize the services based on the customers business needs and business plans.

You will take the responsibility for growing revenue through service adoption and contract entitlement with contract change requests (upsells), and revenue growth by qualifying opportunities to expand wallet share within a customer and optimally pass those opportunities to the Sales and appropriate Customer Experience teams. They will ensure that these opportunities support and are coordinated with the Customer Success Executive and account team strategies.

This is a highly collaborative and relationship-based role. You need to be highly organized, an excellent communicator and facilitator with a tried understanding of run services.

In this role you will:

  • Build strong relationships with Customer partners to understand their business objectives and with delivery, CX Theater, and Sales
  • Identify growth opportunities for expansion (cross-sell) and engage business development and sales teams for opportunity development
  • Contract management and entitlement (upsell) via contract change requests in partnership with Sales and Business Development
  • Responsible for tracking and maintaining customer happiness, service level performance, and financial performance
  • Advocate for the customer with the delivery and sales teams.
  • Lead service performance improvement and continuous improvement initiatives with delivery and facilitate critical issues and communications.
  • Lead the preparation and delivery of customer Service and Business Reviews articulating the value based on service performance and operational metrics
  • Facilitate the Renewals motion.
  • The role is highly customer-focused, requires the ability and willingness to travel and be on-site with the client regularly, and to have the ability to work in a highly matrixed organization.

Who Youll Work With

This role is strongly matrixed across Cisco Managed Services and integrated into the larger CX organization. Key internal partners include Service Delivery Leads, Customer Success Executives, Service Delivery Operations Managers, Renewals Managers and Renewals Specialists, Product Management, and Business Development. You'll be responsible for the continuous improvement of the services as well as reporting those results and business plans to key partners to ensure support and alignment across the functional areas of Cisco Managed Services.

Who You Are

  • 10+ years of experience in managed services or direct customer interfacing/engagement role with an understanding of sales and business development
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Strong empathy for customers and a passion for revenue and growth
  • Hardworking and creative to inspire others
  • You have excellent interpersonal executive-level communication and presentation skills
  • You have strong financial and eye for business
  • Sales or business development experience positive
  • ITIL Certification a plus
  • Bachelors degree preferred, or industry experience equivalent required

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.


Posted: 2020-03-13 Expires: 2020-04-13

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Services Manager, Managed Services (1286486)

Cisco Systems Inc.
Manchester, England M3 3
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