Customer Engagement Manager

  • Location:
    Eschborn, Hessen, Germany
  • Additional Location(s)
    Munich, Berlin
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Internet of Everything
  • Job Id

As part of Cisco’s Advanced Services organization, the Customer Transformation Team (CXT) is responsible for the Service delivery to customers in Germany. The purpose of the CXT is to be the single point of contact for Cisco Services, positioning and executing valuable customer outcomes, improving results and creating a simplified customer experience. The CXT is responsible for customer satisfaction, account growth, managing customer deliverables and partnering with Sales.

You will partner with the Solution Integration Architect, Service Delivery and Customer Operations Managers to ensure the highest level of client satisfaction is achieved.

The Customer Engagement Manager (CEM) is a meaningful role in assuring the profitable growth of Cisco’s Services that are correctly aligned with customer needs. The CEM is a primary resource to Cisco’s sales teams in defining services strategies (e.g., new; upsell; renewals) for positioning services offerings with the customer. In addition, the CEM assists sales in converting opportunities into qualified Services proposals, matching the selection and price of service elements to customer value.

The CEM is the integrator of the active and planned services offer portfolio for the assigned accounts and interlocks with customer and ADN (Advanced Delivery Networks) resource teams to align plans to effectively support project and program execution. You will be responsible for handling the financial growth of the business, both for revenue and margin.

             You will observe opportunities to current Services offerings that could be improved and lead the expansion of these offerings.

             The CEM is a primary services team business interface for Sales and ADNs for items directly related to the assigned accounts/franchises. You will coordinate resources within the Services Theater to build an effective business plan. As the CEM, you will illustrate the value of Cisco services to the Sales team by aligning Services’ skills, efforts, and deliverables directly to the business, operational or transformational outcomes objectives for sales opportunities and proposals.

             You will act as the key interlock with the Services program and project management teams, ensuring delivery and billing performance objectives are achieved.

             Your will thrive in an environment where creative thinking is required. You will be a problem solver and collaborate with Sales to build effective high value services proposals, applying your knowledge of the customer’s operational model and the alignment of Cisco Services. You will be an invaluable strategic partner and a key interlock with sales, matching immediate and longer term customer needs.

             You will orchestrate Cisco resources to address services business growth opportunities. This includes modification of existing offers and creation of new offers to address customer sales opportunities. These activities include requirements gathering and demand forecasts, interlocking with ADNs to ensure capability for deal execution.

             The CEM requires a solid understanding of the processes, procedures and systems used to accomplish both the sales and delivery functions of the business model. You will take the initiative to identify and implement best practices to improve the overall effectiveness of their team and/or projects.

             The CEM contributes to business development life cycle by serving as a SME on services business caps and needs.

The Customer Engagement Manager is a key player in Advanced Services Delivery team. We're looking for a professional with the following core attributes:

An influential, trusted advisor. You will inspire confidence and build deep and enduring relationships with Cisco Sales & ADNs/Practices.

Experienced in professional services; ability to position value realized from adopting and driving increased utilization of Cisco services; propose recommendations to sales agents and leaders and ADNs/Practices.

             Minimum Bachelor’s degree in Engineering, Computer Science or related field; Master’s degree / MBA desired

             8+ years IT or technology experience in complex customer environments

             5+ years track record in Professional Services (IT/networking)

             Profound knowledge of Service Delivery processes & tools (including scoping, Statement of Work creation & change control in interaction with Customers, Partners and Contract Management, resource & delivery management and revenue/cost forecasting)

             Deep understanding of Cisco’s Services Portfolio (Technical Services, Advanced Services, Cisco Managed Services)

             Excellent communication skills (both written and verbal) in German and English

             Relationship Management– Initiate, sustain and grow relationships with key customer executives and decision makers

             Financial and Business Acumen – Knowledge, skills and understanding of P&L, business concepts, tools and processes for making sound business decisions

             Innovation – Bringing innovative solutions and delivery processes to our customers

             Operational Excellence – Achieving Operational and Delivery Excellence

             Leadership – Providing guidance, coaching and direction-setting to the team (ideally, you will have passed the German Leadership Assessment Centre)

             Flexibility – Able to adapt to dynamic environments and changing priorities

             Possess core skills in problem solving, negotiating, business writing, interpersonal relationship management, effective presentation, and active listening.

             Hands-on experience in services portfolio management, services delivery, and business requirements development.

             Deep understanding of customer strategies, business challenges, and desired business outcomes and to align Cisco services performance to achieve customer success.

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.

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