21 days old

CMS Services Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

What You'll Do

This is a significant role within Ciscos Managed Services (CMS) organization supporting a team of Services Managers who service critical Cisco accounts. The successful Services Manager will directly impact the success of their customers who have purchased Cisco Managed Services and will support the Client Managers who are the primary customer interface for Managed Services accounts. This contributor and their team will have a material responsibility adopting, growing, and renewing the Managed Services within the customer base.

As the member of this team you will be accountable for ensuring all customers optimally realize the value and business outcomes for Managed Services Customers. This includes supporting the Client Managers through the planning, development and execution of the customer adoption, expansion, and renewal of their subscription service. This role will ensure that these plans support and are coordinated with the Customer Success Executive and Account Team strategies. The Service Management team is responsible for qualifying opportunities to expand wallet share within a customer and optimally pass those opportunities to the Sales and Customer Experience teams.

Who You Will Work

You will work closely with key partners including: senior Services Managers, Service Delivery Leaders, Customer Success Executives, Service Delivery Operations Managers, Renewals Managers and Renewals Specialist, Product Management, and Business Development. You'll be responsible for the continuous improvement of results as well as reporting those results and business plans to key partners to ensure support and alignment across the functional areas of Cisco Managed Services. You will see that the Services Manager team works collaboratively across functions and is comfortable optimally communicating with executive leadership. Effective measurement and management of diverse teams is a required skillset.

  • Collaborate with a team of Services Managers supporting Cisco Managed Services customers.
  • Run account profitability including revenue forecasting and COGS management, working with delivery and financial controllers
  • Drive new business growth through customer advocacy and customer references
  • Drive revenue continuity by partnering with Renewals Managers, Renewals Specialists, and Business Development
  • Drive revenue growth by identifying & qualifying expansion opportunities, then partnering with Business Development and Sales to close
  • Build deep relationships with Customer partners to understand their business objectives and desired outcomes
  • Build deep relationships, trust and collaboration with Managed Services Delivery, CX Theater, and Sales teams
  • Responsible for supervising and maintaining customer happiness, service level performance, contract compliance to obligations, and financial performance
  • Champion customer requirements and service value improvements into Product Management and Service Delivery
  • Partner with Service Delivery in service performance improvement and continuous improvement initiatives measuring both quantitative and qualitative results
  • Lead all aspects of the quality preparation of customer Service and Business reviews with the Client Managers
  • Evangelize Cisco Managed Services in CX and with our customers, and document customer success stories
  • Run internal and customer partner and executive communications
  • A willingness to travel up to 40% or more (pending business requirements)

Required Experience

  • You have 4-8 years experience supporting customer-facing organizations. Prior handled services, customer success, consulting, and/or sales experience preferred.
  • You have a consistent track record of exceeding objectives and ability to handle through influence, persuasion, negotiation, and consensus building
  • You have excellent executive level communication and presentation skills
  • You have strong financial background and an eye for business
  • You are hardworking and a creative leader with the ability to encourage others
  • ITIL Certification a plus
  • Bachelors degree required

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything people, process, data and things and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while targeting for a culture that empowers every person to be the difference, at work and in our communities.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, aggressive steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Social media trends enthusiast? Many of us are. Passion for technology and world changing? Be you, with us!



Posted: 2021-04-16 Expires: 2021-05-16

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CMS Services Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

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