Leader, Customer Delivery

Job Description

What you ll doCX Center is seeking a manager to lead team of Consulting engineers responsible for providing Professional Services on Cisco Collaboration technologies to our esteemed customers.This role will report to Senior Manager in Collaboration group, APJC CX Centre Bangalore. The Manager will work with local and regional peers to deliver the following priorities and outcomes:
• Accelerate Customer success and dedication: Deliver excellence in every interaction whether with an external customer or partner, an internal team member or colleague. Specific areas of focus include simplifying the customers experience of working with Cisco, providing a consistent, positive experience globally and applying insight and intellectual capital to be more proactive in our interactions.
• Handles and advises the planning, implementation and management of Customer deployment projects, Software recommendation, Network Assessment and Consulting and/or Customized services. Assumes leadership role in CX or cross-functional teams to drive service delivery and/or product improvements.
• Participates in major cross-functional projects affecting Cisco business, product, or service leadership. Works with little or no direction and is mindful of organizational goals and objectives. Independently identifies complex issues and resolves complex problems that impact strategic direction.
• Manage and Develop Talent: lead the organization in active listening and career development with a comprehensive focus on building role-relevant technical, business and leadership skills and certifications. Employee feedback survey results, event count and evaluation/feedback, early in career hiring and retention targets, will be used to measure progress throughout the year.
• Operational Excellence at Scale: Meet/exceed Customer Satisfaction targets across product lines, geographies and teams with overall measures. Sponsor and Execute Local Site initiatives that drive a culture of Innovation, Employee Engagement, Quality and Certification Culture.
• Accelerate Employee Engagement: Drive business impact by being a diverse and inclusive leader who actively engages employees and business partners in a way that they feel welcomed, valued, respected, and heard. This behavior drives improved engagement, which can result in increased productivity, collaboration, and innovation.
Who You ll Work WithCollaboration CX Center team is a team of world-class technical experts whose #1 focus is to help customers plan, design, deploy and operate their Collab infrastructure effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.You will be part of a dynamic, fast paced and supportive team that s built to manage the professional and support services for some of Ciscos biggest customers. You will be given the opportunity to work alongside many of Ciscos Customer Experience organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support on some of Cisco s key customers.Who You Are
• You live Customer Obsession and excellence.
• You are a role model, exhibiting personal competencies of self-awareness, self- regulation, self-motivation and social awareness.
• You have the ability to build and develop a high-performance consulting team by articulating an overall vision, strategy, and organization goals and driving the team to meet or exceed performance goals and metrics.
• You have talent for coaching and developing hard-working teams and a pipeline of talent.
• You have experience in building diverse teams by utilizing innovative strategies with tangible actions to attract, retain, develop, and engage people who diverse.
• You have proven track record to break down barriers to collaboration and teamwork, in a global and highly complex environment.
Minimum Requirements
• Typically requires BSCS or BSEE or equivalent plus 10+ years-related experience. Experience in service delivery, customer support, knowledge of inter-networking technologies and the competitive marketplace.
• Should possess 2+ years-prior management experience. Complete understanding of and experience in leading a team of Engineers.
• Proven business and technical expertise and extensive customer service engineering experience.
• Thorough understanding of Cisco networking technologies and specifically Cisco Collaboration portfolio experience
• Demonstrates strategic skills. Excellent working relationships with other customer service organizations within Cisco and with appropriate business units.
• Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments.
• Preference to candidates with experience working with Enterprise or Service Provider customers/segment
Why Cisco#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!,

Keyskills :
role modelit servicespop culturecustomer servicecustomer supportservice deliverysupport servicescisco networkingleadership skillsfinancial results