Customer Program Manager

1 month ago

Montréal, Canada Cisco Systems Full time

**What You’ll Do**

The program manager plans and oversees support and service activities for Cisco products adoption and services for a designated client or group of clients. The CPM also ensures quality service and operational performance within program and delivery standards. Develops client relationships and understanding of client business and product installations to identify service needs, plan service delivery, and drive proactive service and support mechanisms to reduce client downtime and support costs. Acts as a single point of client contact to coordinate the resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate the value of support offering to clients and identify opportunities for services business expansion.

R**esponsibilities include,**
- Leading programs comprising multiple projects, ensuring dependencies are managed, and the overall program delivers value to the customer.
- Providing vision, strategy, governance, and aligning business objectives.
- Tracking program metrics, managing financials, and ensuring profitability.
- Providing leadership and holding teams accountable for delivering programs on time, within budget, and with high quality.
- Conducting program-level planning, resource management, stakeholder engagement, and overseeing interdependent projects.
- Acting as a mentor and escalation point for project managers.
- Identifying opportunities for additional business, contributing to presales evaluation, requirements gathering, and renewals.
- Identifying risks and developing risk response strategies at the program level.
- Leading the execution of contract change management processes.
- Managing partner and subcontractor delivery and commercial aspects.
- Contributing to the wider program manager community by sharing lessons learned and best practices.

**Delivery Leadership**:
High-impact, cross-functional leader accountable for the successful delivery of a complex portfolio of contracted professional services. 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 mastery of 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/cross-sell 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 for delivering programs on time, within budget, and with high quality while achieving a high customer satisfaction score (CSAT).

Superior ability to influence, manage, and lead matrix teams. Identify required services/deliverables to drive successful implementation.

**Performance Measurements**

Customer satisfaction/Customer experience, Project Profitability, As Sold vs As Delivered Margin. Driving efficiencies by leveraging automation and resource scalability (low-cost centers). Accuracy around Engagements Pipeline Visibility, Revenue, and Resources Forecasting.

**Delivery Execution**:
Own customer delivery, efficiency, and quality - Manage risks, issues, escalations and fine tune execution. Assesses performance of portfolio of projects, anticipates potential problems and develops/executes a get-well plan to bring them back on track.

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

Resolves delivery issues through problem triage, remediation planning, and internal and customer comms. Evangelizes delivery efficiency and use of automation to eliminate human error.

Own demand and capacity management to ensure successful customer delivery. Supports customer escalation in their operational cycle for high priority/impact incidents.

**Who you are.**

Strong collaboration and communication skills and strong cross-functional leader. Builds and nurtures strong client relationships with key stakeholders and manages client expectations to enable realization of customer outcomes from the execution of contracted services. Diplomatic, confident, and effective communication and negotiation skills to resolve/prevent over/under delivery in a manner that ensures stakeholder delight.

**Minimum Qualifications.**
- BS in business or technical discipline with 5+ years of project management experience in complex projects.
- 3-5 years of either program management or service delivery experience

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