Customer Program Manager
4 weeks ago
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.
We are seeking a 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.
- Experience in Cisco across Sales and CX.
- Extensive experience in operations and managing complex organizations.
- Experience in Customer Experience, Service Delivery and Customer 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.
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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