Customer Program Manager in Toronto, Ontario


Delivery Leadership:

High impact, cross functional leader accountable for successful delivery of a complex portfolio of contracted professional services at Cisco’s largest customers

Understands customers business priorities and demonstrates mastery to align and scale delivery resources to realize customer business outcomes

Demonstrates a broad business knowledge of Cisco product, services and technology in addition to a proficiency in engagement delivery frameworks, protocols, industry and Cisco methods/tools for organizing, structuring and executing service delivery

Provides advice and insight to customer and internal teams on portfolio delivery expansion and potential renewal/upsell opportunities as input to overall account strategy

Evaluates AS quotes, LOEs, service design, margin and other deal terms to ensure a proposed engagement can be delivered successfully within the contract boundaries

Responsible for forecasting AS revenue roll up and managing project financials and P&L profitability

Provide leadership and hold the customer and program team accountable to deliver programs timely, within budget, with high quality while achieving customer satisfaction

Outstanding ability to influence, manage and lead matrix teams

Delivery Execution:

Own customer delivery, efficiency and quality – Manage risks, issues, customer concerns and fine tune execution

Assesses performance of portfolio of projects, anticipates potential problems and develops/implements a get-well plan to bring them back on track

Establish effective governance and communications structures for each program/account that drives consistent delivery excellence and outcomes for both Cisco and our customers

Resolves delivery issues through problem triage, remediation planning and internal and customer comm’s

Responsible for professional services CX SAT and CX Center adoption metrics

Evangelizes’s delivery efficiency and use of automation to eliminate human error

Own demand and capacity management to ensure successful customer delivery

Relationship Management:

Strong collaborations and communication skills and strong cross functional leader

Builds and nurtures strong client relationships with key stakeholders and manages client expectations to enables realization of customer outcomes from execution of contracted services

Diplomatic, confident, and effective communications and negotiation skills to resolve/prevent over/under delivery in a manner that ensures customer delight

Works in close partnership to direct the work of project managers who lead each individual project

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!

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.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

To help us track our recruitment effort, please indicate in your cover/motivation letter where ( you saw this job posting.