Customer Program Manager

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  • Location:
    Garching, Germany
  • Alternate Location
    Any Cisco office in Germany
  • Area of Interest
    Project or Program Management
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1418080
While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the ability to learn and deliver results.
 
Who You'll Work With
 As part of Cisco’s Customer Experience (CX) organization, the Customer Program Manager (CPM) takes ownership for the Service delivery to Enterprise customers in Germany. The purpose of the CPM is to be the single point of contact for Cisco Services, positioning and implementing valuable customer outcomes, improving results and crafting a simplified customer experience. The CPM drives customer happiness, account growth, handling customer deliverables and partnering with Sales.

You will collaborate with the Solution Architect, Customer Service Executive, Operations Manager and Project Manager to ensure the highest level of client happiness together with the Service Delivery Team.


 What You'll Do

 Lead our customers to Business, Innovation and Operational Outcome based solutions. The role involves extensive interaction with the client, sales, systems engineering, product development, and other members of multi-functional teams.

 Account engagement is focussed on the delivery of new or enhanced services to drive improvement of customer happiness through the use of technology, service level management and project management skills, rather than extensive technical skills.

 However in depth knowledge of the customer services solutions and installed base is often required to handle competing interests!

 Day to day tasks include:
 * Development of collaborative partnerships with the customer and their vendors
 * Customer focal point - liaison
 * Governance and Metrics Alignment - ITIL, Managing SLA’s and Critical Milestones
 * Budgeting Functions - Consumption based billing - chargeback, P& L
 * Crisis Management Leadership - Multi Functional Team Building - Seamless operational delivery


Who You Are

 * A leader with strong Financial and Business Insight - Knowledge, skills and understanding of P&L, business concepts, tools and processes for making sound business decisions
 * You bring Innovative solutions and delivery processes to our customers
 * A graduate or equivalent in Engineering, Computer Science or related field
 * A background in IT or technology sales experience. In addition, you are an effective manager of people
 * You are experienced in Service Management, Network Operations, Collaboration, Legacy and Cisco technologies and solutions. Also understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and outstanding operational delivery
 * Highly effective influencer and communicator to senior-level leadership as well as functional management.
 * Able to use a range of leadership styles from collaboration and partnership to command & control based on business conditions and day-to-day demands of the role.
 * Fluent in both English and German
 * Permanent place of residence in Germany
 

Our Benefits

Get ready to join Cisco, where we prioritize a positive work environment and team support. Our benefits package includes:-
 • Wellness: We offer global support for your physical, mental, and financial health, including five wellness learning paths and the Cisco Mind Set mindfulness program
 • Support Services: We're here to support you with assistance for services such as childcare and elder care, along with counseling, personal support, and access to expert medical opinions for complex health matters.
 • Work-Life Benefits: We've got perks to simplify your life, including thoughtful resources for parents. And for growing families, we celebrate your journey with a special gift.
 • Time Off: Take advantage of PTO, extra personal time, birthday leave, and emergency time off to maintain a healthy balance.
 • Volunteering: Make an impact with 10 paid Time2Give days to support your favorite causes.
 • Rewards: Enjoy stock discounts, monetary recognition for great work, and referral bonuses.
 • Professional Growth: Boost your career with our extensive training and development opportunities.

 Cisco is more than a company—it's a place where your career can thrive in an exciting and fulfilling environment.


Why Cisco 

We change the World, as a Customer Program Manager, you are passionate about Cisco and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our ground-breaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired!


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, 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 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.

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