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Service Support Manager At Cisco

Date Posted: 19/Dec/2013
Deadline: Not Specified

Job Description:

The Service & Support Management charter is to own the service and support strategy and to ensure service delivery success to maximize Cisco and customer success within direct supported Transformational Accounts. A Service & Support Manager assigned to an account drives the account relationship in conjunction with the sales account team. The SSM champions the CA delivery efforts and continually ensures the value of CA services across the customer’s organisation. The SSM jointly defines objectives and measures with the customer which drive operational efficiencies. The SSM is the voice of the customer back into Cisco. Responsibilities Customer Facing: • Own Customer Success by developing a 2-3 year Service & Support Plan with the account team, based on the CA Lifecycle Service approach o Ensure that we create and deliver value across the customer’s organisation • Lead the CA delivery team towards the customer, the Cisco product sales teams, the partner and other internal Cisco organizations • In cooperation with the customer, define a joint strategy to drive efficiencies in network related activities and regularly measure against these objectives • Drive continual process improvement at Cisco, Customer, and Partners, to achieve business goals and maximise opportunities • Build executive/senior relationships within customer and understand the customer’s business practices/procedures, pivotal business drivers and corporate culture • Leverage customer relationship in supporting CA Sales in renewals success, ensure optimal service penetration and identify up sell opportunities • Ensure continued alignment of the CA efforts and objectives with those of the product sales team • Maintain an intimate understanding of major account strategies and Cisco support capabilities and limitations • Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc) to Cisco service offerings thus driving product and services absorption • Implement strategic CA programs at the customer (high availability, installed base management, etc.) as appropriate • Negotiate, document and communicate a governance structure for the account ensuring all parties (Cisco, partner, and customer) understand what they will be held accountable for in the customer relationship • Act as a proactive change agent for continuous improvement at Cisco, the customer, and the partner • Feed customer requirements back into Cisco and/or the partner • Address any customer satisfaction issues across the customer’s organisation

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