Client Services Manager
Cisco Systems - North Carolina

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Overview: This position centers around account management. This position requires relationships with a diverse group of internal and external personnel in order to ensure transactions are completed accurately and in a timely manner.

This role focuses on achieving revenue goals; forecasting revenue accurately on a weekly, monthly, quarterly schedule; developing a pipeline of opportunities; creating account plans; and closing deals for a set of defined customers in a segment.

Approximately 50% of this salesperson’s time is customer facing.

Job Responsibilities:
  • Manage all aspects of the account with respect to deal transactions
  • Drive the execution of customer facing activities to conclusion in a quality, timely, and correct manner
  • Manage service pricing and margins according to agreed aims
  • Focus on selling current and new portfolio of service offers including TS and AS
  • Develop final, detailed proposal and statement of work
  • Facilitate sales transactions by
  • Understanding customers’ and partners’ procurement process
  • Building relationships with customers and partners in positions within the procurement process
  • Navigating partner and customer procurement process
  • Navigating and escalating effectively within Cisco
  • Drive Multiyear Services Contract Renewals/P-O-S attach
  • Plan and prioritize sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales - especially managing personal time and productivity.
  • Create and manage a sales plan using all relevant data (renewals, new product funnel, potential upgrades and end-of-support situations) and then map this data to an agreed market development strategy based on company priorities.
  • Maintain and develop existing and new customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer and satisfaction.
  • Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate sales efforts with other organized marketing activities, eg.,product/service launches, promotions, advertising, exhibitions and tradeshows.
  • Respond to and follow up sales enquiries using appropriate methods.
  • Monitor and report on market and competitor activities and provide relevant reports and information.
  • Record, analyze, report and administer according to systems and requirements.
  • Communicate, liaise, and negotiate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships.
  • Attend and present at external customer meetings and internal meetings with other company functions necessary to perform duties and aid business development.
  • Follow standardized and optimized sales processes, e.g., renewals process.
  • Attend training to develop relevant knowledge, techniques and skills.
Required Competencies:
1. Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing, and monitoring a course of action to accomplish broad territory objectives and sales strategies; using knowledge to identify and cultivate future sales opportunities to build a strong pipeline.

2. Building Influencial Relationships: Working collaboratively with customers, channel partners, and account team members to meet business goals and objectives; using appropriate communication methods to influence others and establish relationships.

3. Customer Focus: Supporting customers during the sales process; seeking and taking appropriate actions on customer requirements while balancing business needs; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.

4. Negotiation: Effectively exploring interests and options to reach outcomes that gain the agreement and acceptance of all parties by using legitimate data, objective criteria to support ones proposal.

5. CXO Relevancy: Adding value by proactively identifying business opportunities for the customer/partner, conveying a firm understanding of the customer’s/partners business and political drivers, displaying executive presence by building rapport and credibility; effectively influencing other people to accept a solution; clearly connecting solutions to business needs.

6. Critical Thinking: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address sales challenges and new opportunities; taking courses of action based on sound analysis and judgment that appropriately consider customer and partner business capabilities and issues, available facts, constraints, competitive circumstances and probable consequences.

Required Experience:
  • 10+ years of solution selling
  • BS/BA or equivalent, MBA preferred
  • 5+ years of Consultative selling
  • 10+ years in the technology sector, networking and computing platform domain preferred

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