Client Services Manager

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
    Internet of Everything
  • Job Id

Client Services Sales Manager (CSM)

What You'll Do

Client Services Sales Manager provides proactive technical sales expertise including prospecting, and qualifying service solutions that change business outcomes for our customers, while placing Cisco in a position of thought leadership with customers. Assistance with later sales stages may also be appropriate at times. You will drive the solution sales process by creating, documenting, and scoping services to meet customer requirements. You will also provide feedback for continuous improvement of the services portfolio to ensure customer, channel partner, and system integrator satisfaction in support of year on year bookings growth.

You will work hand-in-hand with the Account Managers to provide specific technology, solutions, or architecture expertise to grow services bookings for Cisco in assigned customer accounts.

  • Develop and implement a forward-thinking vision for his/her (Cisco and/or customer) team (i.e. the Territory/Segment/Account Plan); and align vision and goals with Cisco's business objectives and customers' Service & Support Plans.
  •  Build senior executive strategic relationships with customer and initiate interactions to gain the customer knowledge (key stake holders contacts, business strategy, priorities, organization, policy, processes and capability) and keep developing new relationships across the industry that Cisco business extends.
  • Identify near term customer business issues, challenges, pain points, care abouts by which Cisco can improve, enhance or remedy the situation.

·       Work with Account Managers in developing and closing opportunities directly with solutions developed from the understanding of customer situation, priorities and business impact through solution selling approach.

  • Become a trusted advisor to customer on policy, process and technology areas and hence help them achieve objectives with Cisco solution.
  • Develop the business strategy & initiatives for territory assigned and its execution.

·       Identify, qualify, develop and closing of opportunities and achieve the revenue goal with solutions developed through partnering with cross-functional Cisco organizations.

·       Work with customers and partners to capture requirements for project based solution rollouts and translate these requirements into a Statement of Work (SOW) outlining roles and responsibilities of the parties as well as project based deliverables.

·       Work with and direct back-office teams with regard to internal processes, Statement of Work (SOW) drafting, effort and margin analysis, legal reviews, deal-desk reviews, and delivery planning.

·       Manage service pricing and margins appropriately.

·       Negotiate the terms of an agreement and closing sales.

·       Drive Technical Services Contract Renewals and high attach rate for assigned customer accounts.

  • Create and update the sales force automation tool / SFDC entries to reflect the pipeline status.
  • Run Forecast for the Territory level and deliver the forecast within accuracy guideline (in period of week/month/quarter/year).
  • Lead and manage the whole quote to order process compiling Cisco process.

·       Manage all aspects of the customer account with respect to services transactions

Who You'll Work With

The Global Enterprise Segment (GES) is responsible for some of the largest and most valuable Cisco enterprise customers worldwide. Our vision is to be recognized by our customers as the industry leader in meeting their global business needs by using our uniquely global customer experience to deliver innovative, flexible and customer-centric solutions and services.

You will be part of the Enterprise Services Sales team managing Transformational Accounts and strategic accounts spanning across BFSI, Manufacturing and Ecomm segments. This is a top team at Cisco with high energy, drive, innovation demonstrating all elements of the Cisco CLEAD model.


Working Relationships:

  • Customers - all levels
  • Cisco Services - Delivery Organizations, Country Services Manager, Partner Services Managers
  • Product Sales team - Country Managers, RMs, Account Managers, SEs
  • Cisco Partners - Management team, Procurement team, Sales team, Services team
  • Cisco back office teams such as finance, legal, contract management team, project management office in support of deals.

  Who You Are

  • High energy, self-starter with progressive track record required.
  • High sense of ownership & be problem solver on assignment given - willing to go extra mile when needed to make things done.
  • Excellent interpersonal & communication skill at both operations and executive level. Ability to influence without owning processes or organizations directly.
  • Experience in direct selling to customers, building rapport and develop a trusted relationship in relative short time.
  • Experience in Consultative/Solution selling, service maintenance, professional services is preferred. With solid knowledge of IT operations experience are a plus.
  • Analytical mind, able to convince key stake holders on your strategy with sensible justification.
    Experience in Strategic Business Planning, Sales Operations, Finance, Deals Evaluations, project management, and process management areas.
  • Typically requires BS degree or equivalent, in Business, IT, or related discipline. MBA is a plus.
  • 10+ years in Sales related position with which extensive (5+ years) management/leadership/key account management experience.
  • Experience in consultative/solution selling, service maintenance, professional services. With solid knowledge of IT operations experience are a plus.
  • Should have senior management experience within a technical organization and should be accustomed to working effectively with customers' senior executive levels.

Ability to manage to the key objectives listed below:

• Revenue goal achievement.

• Selected account service penetration with plan.

• Customer Satisfaction.

• Account strategy interlock with stakeholders.

• Solution-selling facilitation through technical knowledge.

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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