Service & Support Manager
Cisco Systems - San Juan, PR

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It's an exciting time to work at Cisco.Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.

The Service & Support Management charter is to own the service and support strategy and to ensure service delivery success to maximize Cisco and customer success across the top 250 accounts globally.

The Service & Support Management charter is to own the service and support strategy and to ensure service delivery success to maximize Cisco and customer success across the top 250 accounts globally.

A Service & Support Manager assigned to an account drives the account relationship in conjunction with the sales account team. The SSM champions the CA delivery efforts and continually ensures the value of CA services across the customer’s organization. The SSM jointly defines objectives and measures with the customer which drive operational efficiencies. The SSM is the voice of the customer back into Cisco.

The SSM role is instrumental to CA’s objective of services led interactions as a key differentiator to maximize the value of Cisco to customers and partners.

Customer Facing:
• Own Customer Success by developing a 2-3 year Service & Support Plan with the account team, based on the CA Lifecycle Service approach
o Ensure that we create and deliver value across the customer’s organization
• Lead the CA delivery team towards the customer, the Cisco product sales teams, the partner and other internal Cisco organizations
• In cooperation with the customer, define a joint strategy to drive efficiencies in network related activities and regularly measure against these objectives
• Drive continual process improvement at Cisco, Customer, and Partners, to achieve business goals and maximize opportunities
• Build executive/senior relationships within customer and understand the customer’s business practices/procedures, pivotal business drivers and corporate culture
• Leverage customer relationship in supporting CA Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
• Ensure continued alignment of the CA efforts and objectives with those of the product sales team
• Maintain an intimate understanding of major account strategies and Cisco support capabilities and limitations
• Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc) to Cisco service offerings thus driving product and services absorption
• Implement strategic CA programs at the customer (high availability, installed base management, etc.) as appropriate
• Negotiate, document and communicate a governance structure for the account ensuring all parties (Cisco, partner, and customer) understand what they will be held accountable for in the customer relationship
• Act as a proactive change agent for continuous improvement at Cisco, the customer, and the partner
• Feed customer requirements back into Cisco and/or the partner
• Address any customer satisfaction issues across the customer’s organisation
Theatre & WW SSM Team:
• Document and share customer best practices with the world wide SSM team and implement other best practices within the account
• Build cross functional relationships across the Cisco organization to more effectively support the customer
• Support cross functional initiatives
• Participate in theatre/global initiatives to drive the development of the SSM community
Minimum 10+ years of combined industry, consulting and technology experience
Skills Required
• Cross functional/matrixed leadership
• Promote cross functional collaboration and implement effective teamwork (internally & externally)
• Defining and measuring against business goals
• Drive the continued absorption of products and services based on customer needs
• Building executive relationships
• Executive communications
• Dedication to customer success
• Entrepreneurial approach to driving business success
• Extensive knowledge of and sustained expertise in customer service engineering.
• Solid high level telecommunications and internetworking technical knowledge
• Demonstration of industry awareness
• Strategic Planning - demonstrate sound business judgment
• Operational excellence (ITIL, eTOM)
• Ability to balance planning & reacting
• Process and quality improvement knowledge
• Excellent oral, written and presentation skills

Educational Background
Typically requires a 4 year degree or equivalent preferably in a technical field, but could also include business disciplines with the appropriate experience which should include 10+ years in the telecommunications area with extensive management/leadership experience/assignments


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