9 days old

Client Operations Delivery Analyst

Cisco Systems Inc.
Mexico City, Mexico

We are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

What You Will Do

The Asset Manager is responsible for driving desired business outcomes to the Customer by achieving, monitoring, and reporting Key Performance Indicators (KPIs) through effective installed base (IB) and contract management during the lifecycle of the engagement.

You'll work closely with Account Teams, Partners, and Customers to gather information about the Customer, create an initial view of their IB, analyze the data quality and assess existing processes governing the lifecycle of the Customer assets. The results of that work will allow you to execute necessary IB cleanup and set the foundation of engagement for the duration of the Customer engagement.

On an ongoing basis in order to optimize the customer experience, you will analyze the Customer Asset Management process (or Installed Base Lifecycle Process), provide recommendations for design & optimization, be accountable for process execution and act as the single point of contact to the Customer, Partner, and Cisco account team for managing, tracking, and reporting on any asset / contract management issues.

Other responsibilities include:

Define the Customer business structure and associated Cisco assets (HW) that will be managed under the Service

Prepare and execute the initial Service Delivery Plan and keep in current

Perform a process assessment on existing asset/contract management capabilities that are currently in use by the Customer and/or Partner. Identify asset management target areas that need improvement allowing your value to be successfully integrated into the account.

Agree set of common objectives / Customer priorities obtained via business outcomes discussion to set key KPI's to be used to measure the success of the service delivery

Develop and implement detailed processes with Customers to handle regular maintenance of their Installed Base

Document, manage, execute and track changes as they are made to IB - these are typically referred to as MACDs (Moves, Adds, Changes & Deletes)

Capture and report on key KPI's tied to agreed Business Outcomes

Provide delivery of standard reports per the Asset Management service description

Convey data as information from IB analysis results and take necessary actions as necessary

Prepare and participate in Quarterly Business Reviews (QBR) with Customers. In some cases, these require travel to the Customer.

Provide Account Support for Cisco Asset Management related topics

Who You Will Work With

You will build relationships with Cisco Account Teams, Customers, Partners and other stakeholders including proactive engagement with Customer and Service Sales to provide IB insights for upcoming renewals.

Who You Are

You are a very customer focused individual with strong communication, presentation and listening skills. You excel

at analytics and are proactive at problem-solving. As a strong teammate and collaborator, you also work well independently. You are able to prioritize and multi-task and have a strong desire to learn.

Minimum qualifications

3+ years of work experience, direct experience in the related area is beneficial

Bachelors degree

Strong knowledge of Excel is required

Excellent written and verbal communication skills. Articulate and professional speaking abilities (and experience), advanced presentation skills.

Adaptability to differing cultural and business environments

Thrive in a team environment and work well with others

Industry process knowledge (ITIL, SIX SIGMA, CHAMP) is not required, though helpful

Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

Categories

Posted: 2022-05-11 Expires: 2022-06-10

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Client Operations Delivery Analyst

Cisco Systems Inc.
Mexico City, Mexico

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