Leader, Customer Program
1 week ago
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**:
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 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.
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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
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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