- Entry level
- No Education
- Salary $18,000.00 - $30,000.00 unpaid work
- RTP, NORTH CAROLINA, US
What You’ll Do
The Managed Services Client Manager role is a highly critical customer representative that is hyper intimate with customer’s operations team and business decision makers to drive the customer business outcomes and accelerate their value realization of Cisco Managed Services. This role is the primary interface for Cisco’s Managed Services accounts working closely with the Customer Success Executives and Services Delivery. The Client Manager is primarily focused on the customer’s successful adoption and use of the Managed Services, and the best ways to utilize the services based on the customer’s business needs and business plans. The Client Manager is responsible for growing revenue through service adoption and contract entitlement with contract change requests (upsells); and revenue growth by qualifying opportunities to expand wallet share within a customer and effectively pass those opportunities to the Sales and appropriate Customer Experience teams. They will ensure that these opportunities support and are integrated with the Customer Success Executive and account team strategies.
This is a highly collaborative and relationship-based role. A successful member of this team needs to be highly organized, an excellent communicator and facilitator with a solid understanding of managed services.
Who You’ll Work With and Who You Are
This role is highly matrixed across Cisco Managed Services and integrated into the larger CX organization. Key internal stakeholders include: Service Delivery Leads , Customer Success Executives, Service Delivery Operations Managers, Renewals Managers and Renewals Specialists, Product Management, and Business Development. You'll be responsible for the continuous improvement of the services as well as reporting those results and business plans to key stakeholders to ensure support and alignment across the functional areas of Cisco Managed Services.
Build deep relationships with Customer stakeholders to understand their business objectives
Build deep relationships and trust with delivery, CX Theater, and Sales
Identify growth opportunities for expansion (cross-sell) and engage sales and business development for opportunity development
Contract management and entitlement (upsell) with the customer via contract change requests in partnership with Sales and Business Development
Responsible for tracking and maintaining customer satisfaction, service level performance, and financial performance
Advocate for the customer with sales and delivery
Lead service performance improvement and continuous improvement initiatives with delivery and facilitate escalation and communications.
· Responsible for the preparation and delivery of customer Service and Business Reviews articulating the value based on service performance and operational metrics
Facilitate the Renewals motion with the Customer in partnership with Sales and Business Development
The role is highly customer focused, requires ability and willingness to travel and be on site with the customer regularly, and to be able to work in a highly matrixed organization.
10+ years of experience in managed services or direct customer interfacing/engagement role with an understanding of sales and business development
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers and a passion for revenue and growth
Enthusiastic and creative with the ability to inspire others
· You have excellent executive level communication and presentation skills
You have strong financial and business acumen
Sales or business development experience a positive
ITIL Certification a plus
· Bachelor’s degree preferred, or industry experience equivalent required
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About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.