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Leader, Customer Program

1 month ago

Singapore CISCO SYSTEMS (USA) PTE. LTD. Full time
Roles & Responsibilities

The role of the Customer Program Manager will focus on supporting the Strategy/Operations & COS leader of APJC CX.

The role’s primary focus will be on driving business performance and running the business. To be successful in this role you will have strong business acumen, interpersonal and communications skills and excel at working across a dynamic team to help drive CX strategy and priorities with a strong understanding of the services/SW businesses.

  • Act as a Critical point of contact and Business partner across CX, Sales, Finance.
  • Institutional knowledge of Services, Financial & Operations Management > 6 years.
  • Detailed understanding of the services portfolio and impact to Financials.
  • Detailed understanding and governance of a P/L for CX APJC including, but not limited to bookings, revenue, margin.
  • Detailed understanding and governance of Services Bookings forecast (renewals, new); representing software and services in Sales and CX forecast calls.
  • Monitor progress on joint CX and ISS Plans and Targets to resolve issues and response to asks and highlight priorities where necessary.
  • Develop and maintain strong relationship with Software and Sales leadership to collectively drive AOV growth across the region.
  • Drive critical KPI (operational, financial, customer centric) related to Services/SW within the theatres which aligns with the success of the One Operating model.
  • Oversight and execution of the operational and financial levers to help APJC CX deliver to its FY25 financial plan on a quarterly and annual basis.
  • Build rigour around customer interlocks/QBR and proactively drive service delivery governance and stakeholder management.
  • Deep dive into SW ATR by theatre with the renewals, sales and theatre leaders to improve adoption, leading to lower attrition and higher renewal rates.

Who You’ll Be:

We are seeking an candidate who is known for Operational Excellence. The ideal candidate will excel at understanding Operations, financial and program management. You will have a bias for action and accountability. You will be passionate about ensuring we drive value for our customers and our shareholders. You will ensure that the value creation from our employees is delivering the highest value for our customers as well as the individual’s career.

This role is an internally facing role and cross functional. It is fast paced, action orientated and constantly evolving. You will need and want to embrace change and ambiguity, iterating the approach as you test and learn.

Minimum Requirements:

  • Minimum 12 years’ experience in Operations, financial and program management – including but not limited to the creation of business cases and the deep understanding of the CX P/L.
  • Experience in understanding the SW/Services and program management.
  • Minimum 5 years’ experience in APJC.
  • Deep understanding of Cisco’s Portfolio across Product and Services.

Additional Requirements:

  • Experience in Cisco’s Portfolio across Sales and CX.
  • Extensive experience in operations and managing complex organizations.
  • Experience in Customer Experience, Service Delivery and Customers Success.
  • Strategic thinker with operational mindset.
  • Excellent executive verbal and written communication skills, and experience presenting to Executive level (preferably board level) audiences internally and externally.
  • Ability to influence and articulate business requirements through concise messages.

Tell employers what skills you have

Attrition
Operational Excellence
Customer Experience
Theatre
Business Acumen
Financials
Operations Management
Program Management
Value Creation
Accountability
Excel
Articulate
Stakeholder Management
Service Delivery
Business Requirements