Client Service Representative

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Human Resources
  • Job Type
  • Technology Interest
  • Job Id


What you’ll do: Responsibilities:

·       Create, leverage and maintain relationships with partner community including external Partner Company individuals and the sales PxM

·       Joint business planning with Partner account team and Partner Company

·       Alignment of activities to partner’s business priorities

·       Drive accountability to goals and metrics set forth by the executive leadership team

·       Manage SLAs, KPIs and key processes of the CPS Partner Operations team and assure continued alignment with them

·       Evaluate and enable partners with tools and process changes to drive ease of doing business with Cisco.

·       The voice of the Partner by leading the engagement with internal cross-functional teams to improve partner experience

·       Accountable/Own/Responsible for the Operational Communications messaging to your partner base

·       Develops and executes integrated process improvement plans.

·       Conduct high-impact Partner QoRs with advanced data analytics to provide differentiated insights to drive productivity and profitability: Tool utilization efficiency and Operations Metrics (programs, products and services).

·       Drive global/regional initiatives for partners/CPS (e.g. Commerce Workspace)

·       Responsible for Global and Regional Partner events packages and attendance

Who you’ll work with:

The Customer Partner Services (CPS) pillar within Operations offers operational engagement / advisory services with customers, partners and Cisco sales, stakeholders across cisco’s commerce processes from quote to invoice for products/services and software business.

The Regional Subject Expert is part of Regional Operations in the Customer and Partner Services (CPS) organization and works directly with sales/channels and other cross-functional internal stakeholders to provide world class operations management and advisory services. These services include

·       Management of the Sales Goalsheet creation as part of the New Year Readiness for the sales organization

·       Supports routine business processes (e.g.: SFDC and SAVM alignment, conflict management and resolution, Customer Validation) and solves standard problems requiring general knowledge and limited business expertise

·       Support account management (ownership) administration for ANZ region

·       Supports ongoing initiatives and activities within Field Services

·       Act as a first-level contact for sale teams and cross-functional teams

·       Assists with account support, including escalated cases from the BPO case management teams

·       Communicates basic and moderately-complex concepts; interacts with others to inform and provide suggestions for action

·       Commit management services involving ensuring accurate sales crediting of committed deals

·       Driving initiatives to address opportunities for improvement, unaddressed problems relevant to the country / segment in operational areas within the Field Services scope of goalsheets, account management

What You Are: Experience:

·       Experience working with Partners and comfortable understanding the business of our partner companies – from all operational aspects;

·       Experience with Cisco’s Portfolio of Product, Software, Services and Solutions

·       Understanding of Cisco’s Partner Programs including incentives, metrics and dispute process

·       Knowledge of E2E operational processes

·       Experience driving cross-functional and/or global initiatives.


·       Requires BA/BS degree or equivalent plus 7+ years related experience

·       Project Mgt Certificate a plus

·       DMAIC preferred

·       Relevant language proficiency

·       Cisco Portfolio Certification? (CSE)

Qualifications and desired skills:

·       Data analytics skills with ability to translate data into business intelligence

·       Ability to translate Cisco/Partner priorities in a consultative manner to drive operational excellence

·       Solution minded to understand root cause and implement necessary changes

·       Demonstrated ability to build and manage relationships within Cisco

·       Strong collaboration, influencing and facilitation skills. Proven ability to influence and lead outside of organization, across roles and functions with key decision makers

·       Demonstrated planning and leadership skills.

·       Enjoys working in a fast paced changing environment. Demonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency.

·       Excellent communication skills at all levels of management -- presentation as well as personal, soft skills; advanced PowerPoint skills preferred and be able to adapt quickly to changing priorities.

·       High level of proficiency with Excel preferred

·       Proven skills in all CLEAD.      

·       Ability to lead stakeholders through transformation and strong change management skills


Why Cisco:

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.


We are Cisco

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