Customer Program Manager (Services Delivery)

Apply
  • Location:
    San Jose, California, US
  • Area of Interest
    Customer Experience
  • Compensation Range
    135600 USD - 225100 USD
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1431956

We are seeking a Customer Program Manager, Customer Delivery to lead Customer Experience (CX) services delivery for a high-profile Web-Scale/ Cloud Service Provider customer. You will orchestrate the delivery of services, providing the vision, strategy, governance and business guidance to ensure services are delivered following Cisco’s standards and to the customer’s satisfaction. 

 

What You'll Do 

 

You will be responsible for a program of services covering both CX Professional Services and Expert Care Services. You will provide leadership and oversight to ensure services are delivered on-time, within budget, and with high quality while achieving customer satisfaction. You will align with the Customer Experience Leader and Customer Experience Manager to understand the customer’s Technical Adoption Plan and end-to-end adoption plans to understand and align on opportunities to utilize Customer Experience resources to help drive customer adoption of Cisco Services, Software, and Products. While the role is an individual contributor role you will lead a matrix team of resources assigned to the various projects and services to provide vision, strategy, governance, and business objective alignment. You will facilitate proper communication with the customer to communicate the value of delivered services within the program. You will be the first point of escalation for components of the program working with Project Managers and High Touch Operations Managers to ensure customer satisfaction. 

 

  • Perform overall program-level planning, resource management, stakeholder engagement, communications planning and oversight of interdependent projects ensuring smooth transition to Operations  

  • Act as a mentor and first point of escalation to Project Managers   

  • Identify opportunities for additional business, provide input to presales evaluation, requirements gathering, and renewals 

  • Assist in scoping of new services and validating quoted scope aligns with communicated activities and services. 

  • Identify risk, issues and develop risk response strategy at the  program level 

  • Lead the execution of contract Change Management process at the program level 

  • Manage partner/subcontractor delivery and commercials 

 

Who You'll Work With 

 

You will be a CX Delivery Leadership team member for a high-profile Web Service Provider. You will work directly with the Customer Experience Leader, Customer Experience Manager,  Cisco Account Team, delivery team members, project managers, architects, engineers, etc. You will also work directly with Customer stakeholders, including Leaders, architects, and Engineers who are part of the world's most innovative network and cloud business. 

 

Who you Are 

You are the maestro, captain, coach, master orchestrator of CX Delivery to our customer. You have excellent attention to detail, and drive those around you to bring their best to the customer and programs you are a part of. You have outstanding communication and customer relationship skills.  You clearly understand Cisco CX service offerings and how they work together to assist the customer in achieving their business outcomes. You are a talented project manager, who possess a clear understanding of Cisco technology. 

 

Requirements: 

 

  • Twelve (12) + years industry experience in a project and program management environment in a networking or Service Provider role 

  • 3 years experience leading large programs 

  • Successful demonstration of managing large scale budget or P&L 

  • Twelve (12) + years industry experience in a project and program management environment in comparable industry, ideally (not required) in an IT/Telco centric organization 

  • Working knowledge of two or more of the following technology families: Routing & Switching, Service Provider Networking, Data Center Switching, or Network Security. 

 

 

Why Cisco? 

  • #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you! 

  • Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other, schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise. 

  • We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that). 

  • We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. 

  • 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!  


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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.

Share

Apply