Customer Delivery Leader - Optus & Tpg

What You'll Do

Customer Delivery is seeking a consultative and motivated Customer Program Manager to join a diverse, cross-functional team to achieve delivery excellence and profitable revenue growth in our Customer Experience organization.

In this role, you will transform our customer engagements by advising and collaborating on Technology outcomes. You will be accountable for ensuring delivery excellence and customer growth through your ability to develop a trusted advisor relationship with customers.

Essential Job Responsibilities Include:

• Customer Relationships – Lead the service delivery experience to the customer, being the single point of ownership and accountability for all customer service delivery related activities
• Influence the retention and expansion of Services, in conjunction with the Sales Teams
• Lead delivery activities while meeting revenue and cost budgets
• Partner with Sales on business development opportunities 
• Maximize customer loyalty and satisfaction by driving value in service delivery
• Capture and articulate value with key stakeholders both internal and external to Cisco
• Implement industry leading practices e.g. ITIL, to improve service delivery
• Adopt and demonstrate Cisco standard methodologies around tools, automation, workflows, and process to ensure successful delivery to customers.  Standardise and replicate where appropriate
• Successfully engage and run partner capabilities and resources as part of the customer experience
• Focus on - bookings, revenue, and margin as measures of success
• Actively connect internal parties across the organization to find optimal solutions for our customers.

Who You'll Work With

Working with senior leaders and a range of roles across our Delivery, Customer Success, Engineering and Sales Teams, you will partner with teams across Cisco working on innovative solutions Cisco is taking to market.

Who You Are

You have experience in Service Delivery or Project Delivery roles with a track record of leading delivery of services to customers that exceeds their expectations whilst ensuring contractual obligations are met in line with the associated cost profiles. Your experience will include delivering technology services to a range of customers, but with a particular focus on Service Provider (Telco) organisations.

You are someone who will make an impact and deliver outcomes; you are also someone who can offer exceptional thinking and garner support through the relationships you develop. You will possess: 

• Experience leading cross functional teams to deliver business and technical capabilities.
• An ability to influence and communicate effectively to senior-level leadership as well as functional management. You will have excellent interpersonal and communication skills.
• Adaptable to changing environments and priorities as change will be a constant.
• Experience in IT operations, support functions, and/or network management.
• An ability to leverage a range of leadership styles based on business conditions and day-to-day demands of the role.
• An ability to interact with front-line and senior managers.
• Strong influencing skills.
• Customer advocacy. The Service Delivery Leader must get involved as necessary to make sure customer escalations are managed appropriately and with the proper level of communication.
• An ability to partner with Sales and to drive an account strategy from a delivery perspective.

Additional Skills Required:

• Knowledge of current industry issues and experience with developing solutions that drive business impact and include technology enablement and competition.
• Cross-Functional Collaboration, leveraging resources across Cisco, partners, consultants, and the customer to drive success.
• Relationship Management & Presence. Achieving results in a constantly evolving environment, through influence and communication.
• Relationship Management. Demonstrated focus on building and handling customer relationships to help drive greater business alignment.
• Business and Financial Acumen. Knowledge, insight and understanding of business concepts, tools and processes for making sound decisions.
• Operational Excellence. Ability to lead multiple projects and partners concurrently.
• Innovation. Keep innovative thought processes and ideas at the forefront of service delivery execution.

Minimum Requirements:

• University Degree and 10+ years related experience.
• Prior consulting or solutions delivery experience.
• Prior experience in sales, business development, service delivery, or program management.
• IT Consulting experience (Professional Services).
• Telecommunications and/or Service Provider experience.

What the Customer Program Manager does:

1. Owns and ensures flawless, profitable and successful customer service delivery, quality and realisation of customer outcomes.
2. Understands customer business requirements mapped to Cisco capabilities.
3. Proactively manages delivery risks, issues, escalations and fine-tunes project and program execution and calls them out to Delivery Management, Sales, Customer Success and or Engineering.
4. Responsible for executing upon customer contract to achieve customer objectives.
5. Aligns and scales Cisco delivery resources to enable business priorities. Drive workload utilisation of delivery resources through appropriate skillset mapping and customer alignment; brings in the right resources at the right time.
6. Owns demand and capacity management to ensure successful Customer Delivery.
7. Identifies opportunities for portfolio delivery expansion and efficiency gains.
8. Drives growth in bookings, revenue and profit across the services portfolio through a trusted partnership with Sales
9. Promotes and drives global delivery through CX Centers.
10. Accountable for P&L for all services, as sold and as delivered margins;
11. Key stakeholder to the Account Team – participates in the integrated account planning.
12. Point of escalation for services delivery (effective and efficient issue management within Cisco on behalf of the customer to deliver the best outcome). Escalating effectively at the right level/right time; provide leadership required to communicate what is the best option for the customer.
13. Drives customer impact and outcomes through Cisco and partners. Has a customer-comes-first mentality and demonstrates strong working relationships to ensure customer satisfaction.
14. Leads and develops delivery resources to provide greater value to Cisco and customers.
15. Accountable for developing and growing key customer stakeholder relationships.

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.