Leader, CX Indonesia Enterprise & Public Sector

Location:

Area of Interest

Customer Experience

Job Type

Professional

*None

Job Id

1420621

Cisco's Customer Experience (CX) organization is one of Cisco’s fastest growing teams. The ASEAN CX Customer Delivery team is looking for top talent to lead business critical capabilities that will redefine success for Cisco and our customers.

What You Will Do

The CX Delivery manager will lead customer delivery and own the CX (Customer Experience) services business for Indonesia Enterprise & Public Sector accounts.
Drive key opportunities to grow Cisco Services Business along with Sales team.
Own successful customer delivery, quality, and realization of customer outcomes. Leads delivery risks, issues, escalations and fine tune project and program execution across all enterprise accounts in Singapore. Ensures operational excellence in service delivery execution to assure customer objectives and outcomes.
Partners with customer success executive and renewal sales to drive services and software recurring revenues growth throughout the Customer Lifecycle, through delivery excellence and customer intimacy.
Innovate around delivery process, partner engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as the go to resource in helping shape portfolio and technology direction
Financial: owns Indonesia Enterprise CX revenues forecasting and commitment, and project level profitability. Prepares deal approval reviews for the CX ASEAN leadership. Manages customer level profitability - identify new revenue opportunities, drive revenue recognition, handle efficiencies, drive productivity, run projects successfully while meeting revenue and cost budgets.
Builds and nurtures strong customer executive relationships across the SG Enterprise portfolio to develop a deep view of the needs and service engagements. Help set strategic service delivery direction that anticipates the needs of our customers and their technology needs.
Build, develop and energize a high performance CX Indonesia Enterprise delivery team.
Build and lead global direct and matrix teams for customer execution
Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development.

Who You Will Work With

Are you passionate about driving customer success? Ensuring that customers realize their business goals is the charter of the Cisco services team. As a leader of a focused service delivery function you will influence, inspire and lead the business strategy, customer relationship and delivery teams.

This is a key customer facing role. You will lead and champion the larger Customer Experience organization in the country. You will interface and partner with the country Sales team to drive customer outcomes and develop the Cisco services business. You will also use a matrix organization of Sales, Engineering and other Customer Experience regional and global teams. This role is primarily focused on the delivery of services within Singapore. You will also be called upon to lead initiatives across the ASEAN theater and APJC region.

Who You Are

You are a self-starter, able to structure, prioritize and drive customer conversations. You are comfortable in handling sophisticated client dynamics and are capable of aligning teams around a common set of objectives resulting in an ability to deliver outstanding results.

You are a team leader and builder, able to energize a diverse and high-performance team around you to achieve exceptional results in a multi-cultural and diverse environment.

You are a significant decision maker, able to take rapid calls to drive high-impact outcomes.

You are proactive and always stay ahead of the customer's needs and requirements.

You are an excellent communicator: excellent verbal, written and presentation skills, able to digest translate and simplify complex data, brief and to the point, with an ability to effectively influence customers at C-suite level, peers and senior management.

While not necessary the expert, you are able to hold a technical discussion at an executive level and know when to pull in the necessary expertise to contribute to the client.

Experience in Managing Transformation, how to develop and manage complex delivery engagements

Experience leading cross-functional teams. Proven capability to rapidly ramp-up a highly effective services delivery team.

Experience in mentoring peers and teams in a professional services practice.

Financial Acumen - understand finance and P&L process and standards

10-15 years industry experience

Knowledge of Cisco’s portfolio and customer industry, IT and vertical is an advantage.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.

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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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.

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