What You'll Do:

Lead the High touch cross functional Delivery Team for Strategic Accounts, In this role, you will lead the global service delivery experience for the customer

• Be the single point of ownership and accountability for all customer service delivery related activities.
• Work Closely with the customer success lead to Assure customer outcomes across lifecycle of Operate/ Advise/Implement/Optimise.
• Set/finetune the strategic service delivery direction that anticipates the needs of our BFSI sector customers and their technology needs.
• Ensures operational excellence in service delivery execution to assure customer objectives and outcomes.
• Influences customer decision making via thought leadership on technology drivers for their business.
• Assesses and influences services delivery methods and execution improvements through the eyes of the customer.

Who You'll Work with:

CX (Customer Experience) Professional Services organization of Cisco is responsible for enabling our customer to adopt and drive new technology initiatives through Advisory, Design & implementation services and Operate services.

You will be specifically a part of the BFSI High touch Accounts Team under CX.

The role of Customer Program manager is very challenging and brings the excitement of solving real customer problems, drive teams to deliver to customer SLAs and ensure profitability and CSAT.

AS works on Innovative technologies areas and are instrumental in making the new technology work for the customer.

Who You Are:

Customer Program Manager (BFSI) :

Candidate must have extensive experience(10+ years) in Managing a Data Centre in the BFSI Segment.

Strong technical and Incident management capabilities.

Must have operational experience of running the Data centre Infrastructure in the BFSI domain.

Drive and track SLAs, incorporate process improvements and automation to meet customer business requirements.

Critical issue point of contact for customer’s business impacting issues.

Must have exposure in interacting with the CIO/CISO/CTO level and driving business outcomes.

ITIL/Cisco certifications will be a plus.

Operational excellence

Handle segment level profitability - identify new revenue opportunities, drive revenue recognition, lead efficiencies, drive productivity, run projects successfully while meeting revenue and cost budgets

Increase customer dedication and satisfaction with key customer stakeholders by driving value in service delivery

Capture and eloquent value with key stakeholders (e.g. QBR/JBR)

Implement industry leading practices (e.g. ITIL Incident Management) around service delivery

Measure relevant key performance indicators (e.g. SLAs, availability)

Adopt and demonstrate Cisco standard methodologies around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate

Successfully engage and handle partner capabilities and resources as part of the customer experience

Relationship management/communication

Optimally partner with customer sales leadership and key Cisco stakeholders to execute 1-3 year coordinated account plan

Apply Cisco solutions to customer's business drivers

Establish and maintain customer executive relationships - senior-most decision makers within the business (e.g. VP Engineering, VP Operations)

Working in a matrix organisation:

lead matrix teams for customer data centre operations

Set a vision, strategy and execution plan for team members

Grow talent through hiring and internal development

Develop leadership and general management skills within teams to enable flawless succession planning, personnel development, and continued evolution around delivery quality. Build future client leaders within and outside of delivery teams.

Innovation/change advocacy

Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and 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.