Solution Success Operations Manager

  • Location:
    San Jose, California, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
  • Job Id

Solution Success Operations Manager

San Jose, California

Cisco delivers intelligent cybersecurity for the real world, extending security everywhere employees are and data is. Cisco provides one of the industry's most comprehensive security portfolios. Cisco Security solutions are pervasive, integrated, continuous, and open. Cisco's threat-centric and operationalized approach to security reduces complexity and fragmentation while providing unmatched visibility, consistent control, and advanced threat protection across the entire attack continuum – before, during, and after an attack.


Who You’ll Work With

Cisco’s Security Business Group designs, builds, and delivers market leading security products. The Customer Success Operations Manager works with the customer success product management team to understand the Product Roadmap for rollout and integration. The Customer Success Operations Manager uses that roadmap as guidance, while working closely with the Customer Success Enablement Managers to ensure the necessary systems and tools are properly scoped, planned and implemented to support their enablement plans. This requires close cross functional coordination with Security Business Group Operations along with Cisco IT and Cisco Operations - with the Customer Success Operations Manager acting as the key point of contact and liaison for the Customer Success function within the Security Business Group. This position is accountable directly to the senior Customer Success management leaders of the business group and to the Business Automation Operations leadership within the Security Business Group.

Key deliverables include:

        Capability Needs Analysis

        Gap Assessment and Recommendations

        System and Tool roadmaps 

        Detailed implementation plans for new Systems and Tools

        Vendor Management (internal and external) Status


 What You’ll Do

  • Collaborate with Customer Success Product Managers to help establish product roadmaps by providing input on what systems and tools are in place, or would need to be implemented.
  • Understand the various process, policies, system and tools landscape and capability roadmaps by working closely with the Security Business Group Business Automation function and team.
  • Intimately align with Customer Success Enablement Managers to define clear business outcomes, capability gaps, and business requirements along with business benefits to help influence prioritization of work and acquire implementation funding when needed. Use this body of work to align closely with Security Business Group’s capability needs being articulated and prioritized with Ops and IT functions.
  • Collaborate closely with delivery teams (Global Virtual Sales & Customer Success (GVS&CS) or Technical Services (TS) to ensure all digital collateral and support is provided from the Security Business Group (SBG) to drive high touch, digital touch, and virtual touch customer training and adoption.
  • Be the SME for Customer Success capability and metrics needs for Security Business Group Business Automation Operations.
  • Identify, track, and report on critical Customer Success KPIs. Work with SBG Business Automation Operations, in order to streamline and align Customer Success metrics with the overall SBG business metrics like Renewal metrics/Annual Recurring Revenue (ARR) metrics, which are an integral part of Customer Success KPIs
  • Create the implementation plans for systems and tools, and secure commitment from cross-functional teams and organizations to ensure they are successful
  • Define and orchestrate change management and adoption of new systems and tools
  • Provide vision and leadership to help position the Solutions Success Org to benefit from or influence future capabilities


Who You Are

You have at least 10 years’ experience in an IT Operations Management capacity with heavy focus on corporate systems like SFDC, quote to cash, and Data Warehouse.  You enjoy working with/building cross-functional teams to deliver on multi-vendor (internal or external) integration projects.  You have the ability to work with teams across international time zones and cross-functional organizations.

Requested Attributes

  • Exemplary listening skills and exceptional negotiation and persuasion skills; Proven performance and success in these areas
  • Strong customer orientation with the ability organize and champion key initiatives and projects for implementation
  • Practical ability to trade-off competing priorities with both customer outcomes and with best return on investment in mind 
  • Self-motivation, proactive, eager and willing to work collaboratively with stakeholders in IT, Operations, Product Management, Strategy, Planning and Ops/Business Automation, and Finance
  • Strong written and oral communication skills, with ability to articulate complex technology and decisions simply

Desired Skills

  • A high performer who is proactive, can quickly solve problems and responds rapidly to changing conditions in a fast-paced and unstructured environment
  • An independent thinker who brings initiative, creativity, energy, discipline and commitment to the role with minimum supervision
  • Business outcome focused; demonstrated ability to solve complex business problems in a simplistic manner; communicate resolution plans in clear directions and presentations
  • Ability to operate with confidence in front of an executive team
  • Knowledge of network security industry is preferred but not required 
  • BA/BS degree in computer science, business information systems, MBA a plus

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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