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Ges Premier Htec Leader Customer Delivery

Company

Cisco Systems
Address , Research Triangle Park, Nc
Employment type FULL_TIME
Salary
Expires 2023-07-17
Posted at 1 year ago
Job Description
Cisco seeks a Leader to work with designated mission-critical accounts ensuring they receive premium-level service.
Lead teams (primarily a technical leader of HTEs, however, will also lead HTOMs) - preferred geography is in eastern/central time-zones) - candidate will be a liaison between the customer and Cisco technical support; will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
The ideal candidate possesses coaching, management and communications skills and demonstrates the ability to diplomatically influence and effectively manage teams.
In addition to the above:
  • Some travel may occur quarterly to the customer sites to present operational issues/activity, customer satisfaction, and gap analysis to the customer and internal Cisco personnel.
  • Act as a business driver to improve customers’ and Cisco’s internal operations.
  • Write processes and procedures for customized support services.
  • Project manage internal, advanced service improvements.
  • Partner with the HTEC team to refine processes that involve customers with updates on hot or escalated issues.
  • Act as the single point of contact for internal operational issues.
  • Ensure proper delivery and sales of product and service solutions. Identify the need for and assist with the creation of customer and employee training.
  • Identify, build, and maintain relationships with all employees.
  • Represent customer needs to Cisco post-sales support teams and applicable organizations.
  • Understand customers’ internal business functions and culture.

Required Skills:
  • Understanding of pertinent software applications used for reporting and researching.
  • Typically requires a BS/BA degree or equivalent plus 4-6 years of related customer support experience, project management experience, Team Lead and/or Leader/Business experience.
  • Excellent presentation and communication skills.
  • Understanding of Cisco’s sales cycle.
  • Ability to work as a team member in a cross-functional matrix environment with the GES Leadership team.
  • Strong critical thinking and decision-making skills.
  • Prior technical certifications, technical expertise within TAC a plus. CCNA or equivalent technical/networking knowledge.
  • Knowledge of vertical market business trends and concepts.
  • Proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).
  • Strong understanding of Cisco’s internal business and financial functions.
  • Strong influencing and negotiation skills.
  • Experience with Pivot tables and macros a plus.
  • Ability to use PC/phone for frequent communication and respond back within a very quick timeframe.
  • Strong project management skills.
  • Understanding of Cisco products and solutions.

Demonstrate the ability to excel in the following areas:
1. Motivate and grow teams
2. Coach and Manage day-to-day employee activities
3. Customer-centric service quality
4. Conflict management resolution
5. Analytical and trends analysis
6. Communication/Presentation
Specific requirements:
  • Possess a high level of business acumen - demonstrated application of advanced business theory and extensive experience in multiple business functions.
  • Coaches employees for customer-facing projects and internal service improvements.
  • Understand customers’ business, vertical market trends, financial complexities, and monetary flow.
  • Drive internal organizational improvements, MBOs, and Best Practices.
  • Lead continual improvement strategies to optimize customers’ perceptions of service and support.
  • Deliver complex service solutions for top-tier HTEC customers.
  • Establish/manage strategic cross-functional relationships with account stakeholders globally.
  • Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
  • Lead and influence stakeholders through critical delivery situations.

CX GES Premier's mission is to provide value for our customers and deliver an exceptional customer experience by building trust in Cisco. We aim to grow our business landscape and increase our customer's operational efficiency by delivering on commitments and providing consistent, predictable outcomes. To accomplish this we invest in our most valuable resources, our human resources... We value culture, personal growth, innovation, and consistency and believe success is a source of our combined efforts as a team. Critical thinking is required on the Premier team, and the ability to interpret complex situations at high velocity by working collaboratively with all stakeholders to get successful outcomes for the customer is our key ingredient to success!


Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. 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. 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, 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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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.