1+ months

Partner Success Manager

Cisco Systems Inc.
Spring, TX 77373

Job Description:

Who Youll Work With


You will be working with a highly empowered collaborative On-Boarding and Partner Success team that acts as the interface between Ciscos various internal departments and our Partners during the life cycle of their experience as a Cisco Customer. You will also play a key role in managing relationships with our Partners to ensure that their needs are heard, understood and addressed appropriately.

What Youll Do


We need a meticulous and driven customer advocate whose attention to detail ensures that the On-Boarding tasks are accurate and completed within the project plan timelines. Also, the ability to shift from On-Boarding to Partner Success Manager (PSM) seamlessly is crucial to providing an outstanding experience for our Partners.  


The accurately executed On-boarding tasks will ensure that the BroadCloud PaaS and UCM Products are rolled out in an organized matter to reduce the possibility of unexpected feature and/or services issues thus making for a positive reseller experience.  


The PSM will be responsible for ensuring Partner success in delivering BroadCloud PaaS and UCM Cloud Services to its customers. The PSM will work directly with our Partners to be the trusted consultant and coordinate with Cisco Product, Engineering, and Operations teams to facilitate delivery of BroadCloud PaaS and UCM Cloud services.


Specific Duties Include the following: 


  • Review and explain the necessary steps and information required to guide the Partner through the Partner Peering and OnBoarding process

  • Work with product management, developers, and testing staff to analyze requirements and user stories

  • The building of the PaaS platform, verification of platform functionality and delivery of a fully functional PaaS platform to our Partners 

  • Provide workshops on the different tools available to the Partner

  • Build relationships with Partners to help with peering and customer onboarding activities joint planning, action item follow up 

  • Primary interaction with BroadCloud PaaS/UCM Architects, Service Engineering, Cloud Services, and leadership to ensure technical aspects of the projects is executed as planned

  • Responsible for Partner adherence to BroadCloud PaaS and UCM Partner Governance as defined in the BroadCloud PaaS and UCM Service Description documents

  • Understand PaaS and UCM architecture and deployment to be able to provide appropriate guidance to Partners integrating with BroadCloud PaaS or UCM

  • Understand BroadCloud PaaS and UCM product features available for partner consumption and has the ability to provide technical consulting and support for our suite of services

  • Handle technical discussions on how features are deployed in UCM compared to commercial deployment due to FedRAMP rules and restrictions

  • Manage Non-Standard/customized inquiries/asks and work with Product Management to prioritize new product requests

  • Align with Product Management on UCM roadmap and product backlog items

  • Align with Product Management on UCM offers, pipeline, and UCM orders

  • Communication of status of onboarding projects to Cisco BroadCloud PaaS and UCM Leadership

  • Regular interactions on project execution with partner contacts

  • Help Operations team to stay focused on customer onboarding tasks and utilize their expertise on a need basis

  • Help identify risks for partners who strive to achieve their overall goal to deliver Cisco Cloud services to their customers. 

  • Sound organizational and planning skills, with solid attention to detail - must maintain a regular, detailed and well-documented dialogue with partners

    • Status reporting, customer meetings, progress monitoring/tracking, resource assignment, etc.

    • Respond to technical, non-service impacting, inquiries

  • Able to work independently, self-directed and solutions-oriented

  • Effective communication skills and excellent interpersonal skills

  • Excellent Written and verbal communication, listening, negotiation and presentation skills

  • Demonstrated technical knowledge and consultative skills

  • Strong attention to detail in regards to client communication, planning, and documentation

  • Ability to understand complex technical and selling situations and the ability to answer questions or engage the right resource

  • Strong Customer presence. Ability to gain and maintain customers trust quickly


Who You Are


We are looking for an Engineer level candidate for Customer Advocacy to join the team in Spring, TX.   You will be using your expertise and experience understanding business needs to help us onboard a customer along with their integration requirements. You will be a member of the  PSM (Partner Success Management) team. You will be collaborating with multiple aspects of the business, starting with client facing teams, to understand how clients use the software, as well as business teams, to understand the features being built.


Your teammates consider you an articulate analyst who is thorough, possesses a high level of attention to details, creative, and collaborative.  



At a minimum, we expect you to have familiarity with BroadWorks or UCM. 



Posted: 2019-11-06 Expires: 2020-03-15

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Partner Success Manager

Cisco Systems Inc.
Spring, TX 77373

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