As part of the Cisco Customer Experience organisation, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the operations, lifecycle Service and Technical Support Services for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Customer Experiences organisations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support.
Customer Project Manager is a customer funded and customer facing role which helps customers to maximise network availability and functionality to achieve their business goals. The Customer Project Manager delivers the services to customers in need to expertly build and manage their networks. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments and be seen as an Operations Services Leader by both the customer and the team of Cisco Customer Experience solution architects and engineers.
We are looking to recruit a candidate keen to further develop their career, who are not afraid of change, eager to grasp complex challenges, working side by side with seasoned engineers across multiple disciplines, and provide leadership to a team of Professional Services and Technical Services resources.
This is an opportunity for someone who possesses patience, empathy for customers, and the wish to hone own skills whilst providing customer value.
Key Objectives of the Role
• Customer Project Manager is a directly customer funded and customer facing role who leads delivery of Operations related services, including both Professional Services (Business Critical Services, Lifecycle Services, Time-Bound Consulting Services) and Technical Services (High Touch Expert Care).
• Manage projects to deliver customer business outcomes for transactional and subscription projects
• Provide leadership, hold customers and the project team accountable to deliver projects on-time, within budget with high
• quality, while achieving customer satisfaction
• Perform overall project-level planning and lead execution
• Provide vision, strategy and business objective alignment to lead end-to-end project implementation
• Responsible for project metric tracking, and managing project financials and profitability
• Identify opportunities for additional business and provide input to presales and renewal evaluation
• Identify risk, issues and develop risk response strategy
• Lead the execution of contract Change Management process
• Manage Cisco Partner delivery and commercials when 3rd party technical delivery resources are engaged on program
• Build Cisco's project community by sharing lessons learned, best practices and participating in the PM Role Community
Provides technical support and builds a relationship with the customer’s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations. Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution. Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer’s operational efficiency. Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view. Develop and maintain strong relationship with customer and other Cisco teams.Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customerWork closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentimentLead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues..
All Attributes of a Successful Candidate
We are looking for the talent with the following qualities and skills:
Have strong desire to leadA creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.No personal technology religion but ability navigate customer technologies in Core Mobility, ACI fabric, Virtualisation, Orchestration, SRv6, and DC SwitchingAbility to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.Ability to work as a team player and to work with minimal supervision.Demonstrate high-level of maturity and confidentiality.Attention to detail and stellar interpersonal skillsPossess strong presentation and communications skills to articulate and handle difficult conversations at all levels from engineering to Senior Leadership Team internal and external. Proactive decision making across medium to large virtual project teams Ability to assimilate quickly and act decisively Mentor junior Project Management team membersAll Skills & Requirements of a Successful Candidate
• Familiarity with Cisco products and services, particularly BCS/LCS and HTEC
• Requires a solid understanding of the processes, procedures and systems used to accomplish the work and in-depth familiarity with the broader underlying concepts in own job family/job discipline.
• Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their team.
Strong financial acumen and experience managing project financials.Experience with customer relationship management and delivering high customer satisfaction.• Bachelors + 7 years of relevant experience, or
• Masters + 4 years of relevant experience,
• Advanced customer support process skills
• ITILv4 Direct Plan Improve desirable,
• ITILv4 Drive Stakeholder Value desirable,
• PMP, Agile Certification
• CCNA Optional
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
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