1+ months


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

The Service Manager role is a highly critical customer representative that is hyper intimate with customers operations team and business decision makers to drive the customer business outcomes and accelerate their value realization of Cisco Managed Services. This role is the primary interface for Ciscos Managed Services accounts working closely with the Customer Success Executives and Services Delivery. The Service Manager is primarily focused on the customers 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. The Service Manager is responsible 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 effectively pass those opportunities to the Sales and appropriate Customer Experience teams. They will ensure that these opportunities support and are integrated with the Customer Success Executive and account team strategies.

This is a highly collaborative and relationship-based role.  A successful member of this team needs to be highly organized, an excellent communicator and facilitator with a solid understanding of managed services.

Who Youll Work With and Who You Are

This role is highly matrixed across Cisco Managed Services and integrated into the larger CX organization. Key internal stakeholders 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 stakeholders to ensure support and alignment across the functional areas of Cisco Managed Services.

  • Build deep relationships with Customer stakeholders to understand their business objectives
  • Build deep relationships and trust with delivery, CX Theater, and Sales
  • Identify growth opportunities for expansion (cross-sell) and engage sales and business development for opportunity development
  • Contract management and entitlement (upsell) with the customer via contract change requests in partnership with Sales and Business Development
  • Responsible for tracking and maintaining customer satisfaction, service level performance, and financial performance
  • Advocate for the customer with sales and delivery
  • Lead service performance improvement and continuous improvement initiatives with delivery and facilitate escalation and communications.
  • Responsible for the preparation and delivery of customer Service and Business Reviews articulating the value based on service performance and operational metrics
  • Facilitate the Renewals motion with the Customer in partnership with Sales and Business Development

The role is highly customer focused, requires ability and willingness to travel and be on site with the customer regularly, and to be able to work in a highly matrixed organization.

Required Experience

  • 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
  • Enthusiastic and creative with the ability to inspire others

        You have excellent executive level communication and presentation skills

  • You have strong financial and business acumen
  • Sales or business development experience a positive
  • ITIL Certification a plus

        Bachelors degree preferred, or industry experience equivalent required

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything people, process, data and things and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Posted: 2019-08-12 Expires: 2019-11-11

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Cisco Systems Inc.
Manchester, England M3 3
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