Cisco's Customer Experience (CX) organization is one of Cisco's fastest growing teams. The ASEAN CX Customer Delivery team is looking for top talent to lead business critical capabilities that will redefine success for Cisco and our customers.
What You Will Do
- The CX Delivery manager will lead customer delivery and own the CX (Customer Experience) services business for Indonesia Enterprise & Public Sector accounts.
- Drive key opportunities to grow Cisco Services Business along with Sales team.
- Own successful customer delivery, quality, and realization of customer outcomes. Leads delivery risks, issues, escalations and fine tune project and program execution across all enterprise accounts in Singapore. Ensures operational excellence in service delivery execution to assure customer objectives and outcomes.
- Partners with customer success executive and renewal sales to drive services and software recurring revenues growth throughout the Customer Lifecycle, through delivery excellence and customer intimacy.
- Innovate around delivery process, partner engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as the go to resource in helping shape portfolio and technology direction
- Financial: owns Indonesia Enterprise CX revenues forecasting and commitment, and project level profitability. Prepares deal approval reviews for the CX ASEAN leadership. Manages customer level profitability - identify new revenue opportunities, drive revenue recognition, handle efficiencies, drive productivity, run projects successfully while meeting revenue and cost budgets.
- Builds and nurtures strong customer executive relationships across the SG Enterprise portfolio to develop a deep view of the needs and service engagements. Help set strategic service delivery direction that anticipates the needs of our customers and their technology needs.
- Build, develop and energize a high performance CX Indonesia Enterprise delivery team.
- Build and lead global direct and matrix teams for customer execution
- Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development.
Who You Will Work With
Are you passionate about driving customer success? Ensuring that customers realize their business goals is the charter of the Cisco services team. As a leader of a focused service delivery function you will influence, inspire and lead the business strategy, customer relationship and delivery teams.
This is a key customer facing role. You will lead and champion the larger Customer Experience organization in the country. You will interface and partner with the country Sales team to drive customer outcomes and develop the Cisco services business. You will also use a matrix organization of Sales, Engineering and other Customer Experience regional and global teams. This role is primarily focused on the delivery of services within Singapore. You will also be called upon to lead initiatives across the ASEAN theater and APJC region.
Who You Are
You are a self-starter, able to structure, prioritize and drive customer conversations. You are comfortable in handling sophisticated client dynamics and are capable of aligning teams around a common set of objectives resulting in an ability to deliver outstanding results.
You are a team leader and builder, able to energize a diverse and high-performance team around you to achieve exceptional results in a multi-cultural and diverse environment.
You are a significant decision maker, able to take rapid calls to drive high-impact outcomes.
You are proactive and always stay ahead of the customer's needs and requirements.
You are an excellent communicator: excellent verbal, written and presentation skills, able to digest translate and simplify complex data, brief and to the point, with an ability to effectively influence customers at C-suite level, peers and senior management.
While not necessary the expert, you are able to hold a technical discussion at an executive level and know when to pull in the necessary expertise to contribute to the client.
Experience in Managing Transformation, how to develop and manage complex delivery engagements
Experience leading cross-functional teams. Proven capability to rapidly ramp-up a highly effective services delivery team.
Experience in mentoring peers and teams in a professional services practice.
Financial Acumen - understand finance and P&L process and standards
10-15 years industry experience
Knowledge of Cisco's portfolio and customer industry, IT and vertical is an advantage.
Why Cisco
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company.