Cisco Managed Services - Services Manager

  • Location:
    Offsite, RTP, North Carolina, US
  • Area of Interest
    Information Technology
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

This is a critical role within Cisco’s Managed Services (CMS) organization supporting a team of Services Managers who service critical Cisco accounts. The successful Services Manager will directly impact the success of their customers who have purchased Cisco Managed Services and will support the Client Managers who are the primary customer interface for Managed Services accounts. This contributor and their team will have a material responsibility adopting, expanding, and renewing the Managed Services within the customer base.

As the member of this team you will be accountable for ensuring all customers successfully realize the value and business outcomes for Managed Services Customers. This includes supporting the Client Managers through the planning, development and execution of the customer adoption, expansion, and renewal of their subscription service. This role will ensure that these plans support and are integrated with the Customer Success Executive and Account Team strategies. The Service Management team is responsible for qualifying opportunities to expand wallet share within a customer and effectively pass those opportunities to the Sales and Customer Experience teams.

Who You Will Work With and Who You Are

You will work closely with key stakeholders including: senior Services Managers, Service Delivery Leaders, Customer Success Executives, Service Delivery Operations Managers, Renewals Managers and Renewals Specialist, Product Management, and Business Development. You'll be responsible for the continuous improvement of results 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. You will see that the Services Manager team works collaboratively across functions and is comfortable effectively communicating with executive leadership. Effective measurement and management of diverse teams is a required skillset.

  • Collaborate with a team of Services Managers supporting Cisco Managed Services customers
  • Manage account profitability including revenue forecasting and COGS management, working with delivery and financial controllers
  • Drive new business growth through customer advocacy and customer references
  • Drive revenue continuity by partnering with Renewals Managers, Renewals Specialists, and Business Development
  • Drive revenue growth by identifying & qualifying expansion opportunities, then partnering with Business Development and Sales to close
  • Build deep relationships with Customer stakeholders to understand their business objectives and desired outcomes
  • Build deep relationships, trust and collaboration with Managed Services Delivery, CX Theater, and Sales teams
  • Responsible for tracking and maintaining customer satisfaction, service level performance, contract compliance to obligations, and financial performance
  • Champion customer requirements and service value improvements into Product Management and Service Delivery

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.