Customer Program Manager

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.

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.

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.

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

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

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

lead matrix teams for customer data centre operations

Set a vision, strategy and execution plan for team members

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.

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

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