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Customer Solution Manager- Internet Service Provider

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Date: Aug 14, 2014

Location: San Jose, CA, US

Company: Cisco Systems, Inc.

Additional Location(s) or Information: any Bay area location
Job Category: Consulting
Level of Experience: Experienced - Manager
Requistion #: R963489
Job Role:
The Customer Solutions Architect (CSA), Retail is a critical customer facing role that requires the instinctive ability to recognize gaps in customer capabilities and to translate them into business requirements and an execution strategy. The solutions typically span horizontally cross architectural boundaries and clearly target solutions to business challenges and drive outcomes in the customer environment.

The Customer Solutions Architect (CSA) is responsible for the development of the overall vision that underlies the customer-centric solution, and plays a primary role in the design and implementation of that end-to-end solution.

The successful CSA establishes deep and strategic customer relationships, interfacing with and influencing senior level executives in Cisco’s top customer accounts.

The CSA is also responsible for engaging and influencing multiple constituents across the Advanced Services Centers of Excellence/Practice Delivery organizations to drive Services-wide engagements.

The Customer Solution Architect reports into the theater delivery organization, and is geographically aligned with assigned customer within the retail vertical.

Solution Scope:
Focuses on identification of opportunities that are possible and practical today.

Executes and implements by leading cross-COE / -Practice delivery organizations for AS-wide engagements.

Is program- or project-oriented.

External Interface:
Clearly illustrates the value of Cisco services to the customer by aligning Services’ skills, efforts, and deliverables directly to the business, operational, or transformational outcomes objectives for small to medium established accounts.

Manages business constraints for implementation.

Lowers customer risk and leverages customer assets by consolidating and reconciling interoperability requirements, refining and validating dependencies, and confirming readiness for transformation (single customer, existing solutions).

Problem Solving:
Applies understanding of Cisco horizontal, or cross-architectural, solutions to develop business level proposals.

Leverages multiple technologies to create vertical- / segment-specific solutions for our customers as needed. Small customers or less complex solutions.

Creates delivery cohesion by coordinating and orchestrating the multiple services being delivered into a single effort / outcome.

Creates opportunities by Identifying gaps in customers’ capabilities and relating them to business and technical architectures (solutions).

Creates foundations for success by formulating high-level implementation and migration strategies.

Translates process, operational, and business architectures into technology enablers.

Partners closely with Program Managers to oversee the project life cycle, from initial kickoff through requirements analysis, design and implementation phases for projects within the solution area.

Owns business solution roadmap - current and future state - for assigned customers.

Surveys customer landscape for solution insights, direction, vendors, and methods.

Contributes to business development life cycle by serving as a SME to help identify and qualify business development opportunities and influence incremental growth.

Develops and maintains vendor and partner relationships across the ecosystem.

Builds and maintains repository for deliverables, methodologies, and engagement collateral to enable leverage and re-use.

Provides direction to and coordinates efforts of engineers and Solution Architects across AS delivery organizations. Actively guides Services Sales pursuits to closure.

Takes direction from SDE (or other delivery manager) and Enterprise Architect.

Required Skills:
Ability to be a trusted advisor -- to influence, inspire confidence and build deep and enduring relationships with key executives who influence or make business decisions.

Ability to position and propose solutions outside of traditional IT buyer.

Ability to define outcomes-based solutions; to define, drive, and track success measures; to simplify and explain the complex

Possess core skills in: problem solving, negotiating, business writing, customer relationship management, effective presentation, and active listening.

Hands-on experience in multiple industries (e.g., retail, financial) and at the same time across several disciplines (e.g., Data Center, Security, Collaboration).

Ability to understand customer strategies, business challenges, and desired business outcomes and develop a technology, solutions-oriented strategy that can deliver those outcomes.

Conversant in IT operations processes (e.g., ITIL) and how IT processes, practices, and capabilities are leveraged in solution development, deployment, and management.

Strong knowledge and understanding of the Services Portfolio of offerings.

Possesses knowledge of regulatory environment, policies, and industry requirements specific to retail customers served.

Ability to deliver long term, strategic business relationships that bring business growth results.

Education and Experience:
The Customer Solution Architect is often a highly seasoned senior technocrat who has led multiple projects through the Software development process or Systems Development Life Cycle (SDLC), and has usually performed in a variety of different roles in that life cycle.

Requires an undergraduate degree (or equivalent). MS or MBA is preferred.

5 - 7 years of experience in customer centric roles, within delivery, IT, pre-sales.

Requires proven and effective leadership and collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues.

Significant previous experience of requirements gathering and solution design in a commercial setting

Job Type: Manager
Opportunity Category: Consulting

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segment: , Business Development, Outside Sales, Manager, Relationship Manager, Customer Service, Sales, Management

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Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.