Customer Operation Manager

  • Location:
    Buenos Aires, Argentina
  • Area of Interest
    Administrative and Business Support
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1224372
New

Customer Operation Manager

 

Who You'll Work With

 

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

 

The Regional Operations team within the Customer and Partner Services (CPS) organization is seeking an exceptional individual to work directly with selected customers and other internal stakeholders to provide world class operations management and advisory services. These services will include, but not restricted:

  • Deal Sensing – direct engagement with Sales to identify and detail strategic deals across product, service, software and other offerings of Cisco, that are considered strategic to the business. Be accountable of critical deals, leading Operational resources during the quote to cash process of such deals;
  • Commit Management - ensuring visibility to Sales and CPS leadership around sales commit execution and proactive risk mitigation of impact to commit through deal sensing and operational cross-functional readiness;
  • Cross Functional Lead – ensure Operation´s functions and resources are properly engaged and executing according to Cisco´s Operating Model – and aligned with company short and long term goals. Functional teams may include areas within CPS, Operations, Finance, Sales and Customers;
  • Lead quarterly operational reviews of CPS services to Sales and Customer stakeholders, with focus on alignment of key business priorities to service owning organizations to optimize end-to-end experience;
  • Drive initiatives to address opportunities for improvement, unaddressed problems relevant to the segment in areas within the operations organization;
  • Represent the voice of the customers in key programs/capabilities rollouts and proactively address adoption issues. This may include systems, policies and processes;
  • And last but not the least drive actions with stakeholders to ensure that the quality of booking and other compliance norms for the customers are met and maximize revenue attainment for the company.
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What You'll Do


Responsibilities:

 

External

  •  
  • Participate in account planning sessions and contribute CPS/Operations offerings to support key initiatives at customer level;
  • Be accountable for visibility on commit execution internally/externally and also driving proactive measures to mitigate risk to commit management for segment;
  • Be accountable for sensing/qualifying and sourcing deals for strategic deal management practice of CPS in accordance with the rules of engagement for deal management office;
  • Close engagement with finance/sales stakeholders to drive right quality of booking and compliance norms for the country and to drive revenue maximization for the company.

 

Internal

  •  
  • Be responsible of self-development on subjects that are part of Cisco´s Operating Model (policies, processes and systems), as well as other soft skills required to the position (presentation, communication, project management and financial acumen);
  • Be skilled in several tools required to fulfill the responsibilities of the position, such as Microsoft Office, data analytics and other tools.
  • Collaborate with peer practitioners of customer operations management practice to discover commonality of operations initiatives and to aggregate them into common themes;
  • Drive prioritization of these initiatives with internal CPS capability teams and service owners to gain support from the operations functional owners;
  • To collaborate/share best practices with peer practitioners to drive exponential benefit from these initiatives.

 

Who You Are

 

Experience:

 

  • Desirable to have experience with Cisco’s Portfolio of Product, Software, Services and Solutions, as well as Cisco´s go to market strategy.

 

Education:

 

  • Requires BA/BS degree or equivalent plus 2+ years related experience;
  • Project Management certification or experience is a plus.
  • Familiarity with DMAIC methodology is a plus (including having any kind of certification like yellow belt).
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Qualifications and desired skills:

 

  • Solution minded to understand root cause and implement necessary changes;
  • and be able to adapt quickly to changing priorities;
  • Fluency in Spanish and English.

 

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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