This position will be fully remote and can be hired anywhere in the continental U.S.
The Customer Success Manager - Cisco (or Partner Operations Manager as we call it) is a supporting role assisting Sales and Operations with Cisco's Customer Experience (CX) lifecycle journey. Ensuring customers maximize the value of their Cisco investments throughout the customer lifecycle. Dedicated to driving adoption and growth of Cisco investments through product knowledge and ability to reduce time to value and increase ROI.
How you'll make an impact
- Keeping up with Customer Experience Best Practices and ensuring Optiv is compliant
- Management of Enterprise Agreements - Proactively tracking for overages, performing client check-ins, and managing true-ups
- Maintain all needed Cisco certifications and work with Partner Operations to ensure additional certification candidates are identified and complete their commitments
- Monitor and communicate as appropriate notifications on Cisco products, software, and advisories. Become familiar with and share as appropriate Cisco Security product documentation
- Attend Cisco Partner Trainings, and recruit additional internal attendees as appropriate
- Meet with Cisco face-to-face on a regular basis to strategize, address operational issues, and build rapport
- Act as opportunity advisor to field sales, specific to Cisco pricing programs, requirements, and order documentation. Make recommendations to the field on the best program that fits his or her project
- Act as liaison between marketing and field sales to support accurate assignment of leads
- Gather historical pricing data for partner and customer. Recommend best pricing strategies to field Account Managers
- Recognize additional areas of customer need for expansion or cross sell opportunities
- Provide price quoting support to the field sales organization in a timely and accurate manner. Resolve quoting, order, and invoicing issues and errors
- Understand global supply chain updates, and communicate to Sales and Operations as appropriate
- Effectively communicate new partner offerings and business procedures to field sales team and operations. Act as subject matter expert on Authorized support programs and offerings
- Present both internally and externally on deep knowledge of Enterprise Agreements to help remove technical barriers and accelerate adoption.
- Creates adoption plan for Enterprise Agreement customers, to accelerate the usage of the solution and their ability to be self-sufficient
- Identify incremental opportunities and programs that help customers achieve greater value from their investments
- Ensure the customers recognize the value provided by the vendor solution to ensure the highest possible customer satisfaction
- Team together with client during the renewal period to discuss any changes to existing subscriptions and additional functionality that might be needed. Serve as a trusted advisor, guiding customers throughout their renewal journey with unparalleled expertise and support to provide a consistent and simple experience for the customer.
- Work with sales team to gain a deep knowledge of customers' business and needs to personalize the renewal experience to suit their specific requirements.
- Perform ongoing revenue risk assessments during the customer lifecycle help retain product Annual Recurring Revenue, or ARR and meet Key Performance Indicators, or KPIs.
- Perform other duties as assigned
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What we're looking for
- Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience preferred.
- Two or more years of experience in Business-to-Business Sales/Client Services role required.
- Two years of experience in technical or information technologies industry preferred.
- Intermediate level experience with Microsoft Office; specifically, Microsoft Outlook, Word and Excel. Internet navigation required.
- Prior experience in Client Relationship Management software (CRM) required. Salesforce.com experience preferred.
- Ability to work in a sales partnership setting, where workflow is determined by incoming requests required. Proven ability to prioritize multiple tasks and align with deadlines in a fast-paced environment required.
- Ability to build relationships and trust with internal and external partners/clients.
- Superior organizational skills, independent judgment and functional arithmetic skills
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What you can expect from Optiv
- A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.
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