Cisco Customer Operations Manager GSP EME in Oeiras, Portugal
Customer Operations Manager GSP EME
Location: Oeiras, Lisboa, Portugal
Area of Interest Business Strategy and Operations
Job Type Professional
Technology Interest *None
Job Id 1241705
Who You'll Work With
Customer and Partner Services (CPS) is part of the Operations Organization and delivers globally consistent end-to-end Customer and Partner Services with stakeholder intimacy at scale in a digitized world. Our three main pillars are Operational Excellence, Business Outcomes and Customer Success.
You will work very closely with leaders in the GSP EMEAR Sales team, as well as the CPS Deal Management Operations team, Cisco Supply Chain, and our Regional Customer Services org.
What You’ll Do
As a GSP (Global Service Provider) EMEAR Customer Operations Manager you will provide operational leadership and engagement to GSP EMEAR customers with high revenue contribution and/or high complexity. You will also consult with sales leader(s) of the mapped customer/cluster and their leadership team including channels, finance, architecture, SE teams.
Among your main responsibilities, you will:
Create, leverage and maintain relationships as trusted operations advisor for country/clusters with key stakeholders in the customer/segment leadership team including sales, channels, architectures, sales finance and SE leaders.
Participate in business planning sessions to understand customer/cluster priority and translate those business priorities to operational offerings from CPS (and other ops functions).
Eeducate/communicate sales/country leaders about the productivity/opex impact to sales from CPS offerings through these performance reviews.
Be accountable for visibility on commit execution internally/externally and driving proactive measures to mitigate risk to commit for customer/cluster.
Be accountable for sensing/qualifying and sourcing deals for deal management practice of CPS in accordance with the rules of engagement for deal management office.
Evangelize new offers/commerce capabilities/operational architectures/policy changes being proposed by central teams across product, software, service and solution space with sales stakeholders and represent the voice of the country/segment back through CPS front door teams to the program owners (for e.g. DSV, LSS initiatives, Project REWARD).
Identify operational whitespaces/issues (e.g. FSB certification issue in Russia, or non-china country of origin requirement in India) unique to a country/segment that requires longer term / systemic fix and involvement of other operations functions (supply chain, IT) and be accountable for prioritizing and driving to closure such issues by internally collaborating with other operations functions and CPS central capability teams.
Drive global/regional initiatives for sales stakeholders (e.g. BIE enforcement)
Drive engagement with finance/sales stakeholders to drive right quality of booking and compliance norms for the different countries and to drive revenue maximization for the company.
Who You Are
We are looking for candidates with strong understanding of how to work with senior sales and cross-functional leaders and that are comfortable engaging in business conversations and then translating it into operational requirements. Experience with Cisco’s Portfolio of Product, Software, Services and Solutions is also important. If you have an understanding of Cisco’s operational capabilities across CPS, supply chain and other capability teams and be able to explain the value prop of these different organizations to a senior sales leader this is a job for you.
Here are some of the additional required skills:
Fluency in English and German or French a plus.
Data analytics skills with ability to translate data into business intelligence
Ability to translate Cisco/Partner priorities in a consultative manner to drive operational excellence
Solution minded to understand root cause and implement necessary changes
Demonstrated ability to build and manage relationships within Cisco
Strong collaboration, influencing and facilitation skills. Proven ability to influence and lead outside of organization, across roles and functions with key decision makers
Demonstrated planning and leadership skills.
Enjoys working in a fast-paced changing environment. Demonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency.
Excellent communication skills at all levels of management -- presentation as well as personal, soft skills; advanced PowerPoint skills preferred and be able to adapt quickly to changing priorities.
High level of proficiency with Excel preferred.
Ability to lead stakeholders through transformation and strong change management skills.
Requires BA/BS degree or equivalent plus 7+ years related experience (MBA preferred).
Project Management certification or experience a plus.
Familiarity with DMAIC methodology is a plus (including having any kind of certification like green belt).
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