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Location:
Offsite, Tampa, Florida, US
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Alternate Location
Miami, FL RTP, NC
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Area of Interest
Customer Experience
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Job Type
Professional
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Technology Interest
*None
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Job Id
1331785
New
• JOB DESCRIPTION
What You'll Do
In this key executive level role, you will transform our customer engagements by advising and collaborating on network and IT outcomes. You will be accountable for ensuring delivery excellence and customer growth through your ability to develop a trusted advisor relationship with senior clients.
Americas South AS Delivery is seeking a consultative and motivated Services Manager to inspire a diverse, cross-functional team to achieve delivery excellence and profitable revenue growth in our Services organization.
You will also develop consulting service and client delivery staff including providing direction and support on client deliverables, providing quality assurance, and coaching and mentoring on communication and client interaction. In this role, you are willing to travel 50% of the time to support client engagements and client business development activities.
Essential Job Responsibilities Include:
• Client Relationships - Lead the global service delivery experience to the customer
• Single point of ownership and accountability for all customer service delivery related activities
• Influence customer level services strategy, in conjunction with customer sales leadership
• Lead customer level profitability - identify new revenue opportunities, drive revenue recognition, drive productivity, lead projects successfully while meeting revenue and cost budgets
• Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
• Capture and articulate value with key stakeholders
• Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
• Measure relevant key performance indicators (e.g. SLAs, availability)
• Adopt and use Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
• Successfully engage and lead partner capabilities and resources as part of the customer experience
• Actively connect internal parties across the organisation to find and develop optimal solutions for our customers
Who You'll Work With
Working with top-notch executives and IT talent in our Global Enterprise Segment, you will partner with Cisco’s brightest talent in services, sales, operations and engineering working on innovative solutions Cisco is taking to market for our Enterprise customers.
Who You Are
You are an Executive Services General Manager -- preferably 5+ years. You have experience in a global vertical industry role developing strategic opportunities; contributing to the global vertical practice and interacting with similar colleagues in other theaters around the globe through engagement participation and knowledge sharing.
You are a self-starter who has always wanted to be in the middle of ensuring customers are adopting and receiving the best value for the Services they have purchased, and when you see challenges, you naturally find opportunities to help a customer enhance and grow their business through new services solutions. You like to stretch your capabilities and positively disrupt the environment you are in. You have a keen ability to communicate the strategic value Cisco Services bring to our customers, and can share that at all customer levels and with our sales organization. Translating between customer requirements and services opportunities is a natural communication style.
Additional Skills Required:
Knowledge of current industry issues and trends, and experience with developing solutions that drive business impact and include technology enablement and competition.
• Cross-Functional Collaboration. Use resources across Cisco, partners, consultants and the customer to drive success.
• Executive Relationship Management & Presence. Achieving results in a fast-changing environment, through influence and communication at the most senior levels in an organization
• Relationship Management. Demonstrated focus on building and handling key customer and Cisco relationships to help drive greater customer intimacy and business alignment.
• Business and Financial Acumen. Knowledge, insight and understanding of business concepts, tools and processes for making sound decisions.
• Strong P&L Management and Operational Excellence. Achieving Operational Excellence in service delivery execution and management of account level profitability.
• Ability to lead multiple projects and senior partners concurrently.
• Experience deploying consulting methodology and project management.
• Innovation. Keep innovative thought processes and ideas in the forefront of service delivery execution and service solutions.
Minimum Requirements:
• Requires BA/BS or equivalent plus 10-20 years related experience. MBA preferred.
• Prior consulting or solutions experience.
• Prior experience in sales or business development
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 we’re “old” (36 years strong) and only about hardware, but we’re 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 can’t 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
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