Overall:
Is the manager of overall operations for a CSSO team. The CSSO team will typically comprise 10 to 15 direct reports. These are CSSO services escalation managers and CSSO relationship managers.
The job holder is overall responsible and accountable for escalations and relationship management in a European region and/ or for named strategic accounts. This includes overall business operations (for example day-to-day issues, customer satisfaction, and ongoing customer contact), strategic customer satisfaction (for example projects, planning and long term relationships) and team leadership (for example individual and team development, performance management, coaching and mentoring).
Relationships:
Reports to the Director Customer Services European Theatre.
Manage relationships with Cisco customers and partners (particularly their procurement functions).
Interface with all Cisco departments across the customer quote to cash lifecycle.
Deliverables:
As a senior manager the job holder is responsible for account managing escalation services to Cisco sales force, Cisco partners and Cisco customers. About 1-2% of customer services calls need escalation to cope with complex issues. The senior manager supports, mentors and coaches his / her CSSO escalation managers to ensure an excellent service is delivered.
The job holder is also responsible for the quality of relationship management in his/ her area. This is delivered through CSSO relationship managers who ensure that Cisco meet customer and partner SLAs, provide customers and partners the reports and information that they need to succeed, ensure the order process is effective working closely with customer and partner procurement functions, manage deliveries against manufacture capacities and logistics and deal with ad hoc issues arising (e.g. delivery problems, date of manufacture delays, order to invoice discrepancies etc)
In order to deliver the above the job holder will develop strong relationships with Cisco partners and customers and will help, guide and coach his/her reports to do likewise.
Furthermore the job holder will build a span of influence across all Cisco customer facing organisations for the smooth and effective running of his/her CSSO area: CSSO deals with issues and optimises the Cisco customer and partner experience across the entire quote to cash lifecycle, including: sourcing, manufacturing, supply chain, planning, logistics, insurance, finance, legal, sales, channels and service.
Works on complex problems affecting customer satisfaction and on other CSSO initiatives. Is responsible for project implementation and execution that will drive increased customer satisfaction. Typically manages a project with significant impact to several theatres, but projects scope can be single theatre, multi-theatre or global.
Person Profile:
Technical Skills:
Has lead and managed teams (5+) in a customer services environment (essential)
Skilled at project implementation (essential)
Background in DMAIC / 6 Sigma (advantageous)
Understanding of departmental strategic planning and management (essential)
Skilled at budgeting (essential)
Has owned a cost centre or been responsible for a team / department budget (essential)
Knowledge of Business Objects or similar reporting tools (advantageous)
Good level of MS Excel for reporting (essential)
Skilled at delivering business presentations (essential)
Is able to make compelling presentations using MS PowerPoint (essential)
Knowledge of Customer Relationship Management (CRM) systems (advantageous)
Soft Skills:
Leadership: you have a history of building high performance teams (essential)
Management: as a manager you are results driven but you also focus on your people, showing high levels of empathy and compassion (essential)
Decision-making: you are able to make timely and sound decisions under conditions of uncertainty (essential)
Pressure: you have above average ability to cope with stress (essential)
Delegation: appropriate to a senior level function you know when to delegate and step back versus when to get actively involved and dive in. You give yourself the bandwidth to see the big picture (essential)
Influence: you have a track record of and the ability to get things done in a complex, matrixed and/or multinational organisation through using your people skills and / or being an effective subject matter expert (essential)
Focus on the Customer.
Relationships: You build solid business partnerships in a collaborative fashion (essential)
Industry or Sector Experience:
Experience in logistics, supply chain, electronics, telecoms, high tech or outsourced call centre sectors (advantageous)
Education:
BA/BS degree or equivalent (essential)
Travel / Shifts:
Office hours plus some Saturday working and some evening working at key times
Home working one day per week may be possible (subject to Cisco remote working policies)
Location(s):
Amsterdam, Zuid Oost (preferred)
Brussels, Diegem (possible)
Is the manager of overall operations for a CSSO team. The CSSO team will typically comprise 10 to 15 direct reports. These are CSSO services escalation managers and CSSO relationship managers.
The job holder is overall responsible and accountable for escalations and relationship management in a European region and/ or for named strategic accounts. This includes overall business operations (for example day-to-day issues, customer satisfaction, and ongoing customer contact), strategic customer satisfaction (for example projects, planning and long term relationships) and team leadership (for example individual and team development, performance management, coaching and mentoring).
Relationships:
Reports to the Director Customer Services European Theatre.
Manage relationships with Cisco customers and partners (particularly their procurement functions).
Interface with all Cisco departments across the customer quote to cash lifecycle.
Deliverables:
As a senior manager the job holder is responsible for account managing escalation services to Cisco sales force, Cisco partners and Cisco customers. About 1-2% of customer services calls need escalation to cope with complex issues. The senior manager supports, mentors and coaches his / her CSSO escalation managers to ensure an excellent service is delivered.
The job holder is also responsible for the quality of relationship management in his/ her area. This is delivered through CSSO relationship managers who ensure that Cisco meet customer and partner SLAs, provide customers and partners the reports and information that they need to succeed, ensure the order process is effective working closely with customer and partner procurement functions, manage deliveries against manufacture capacities and logistics and deal with ad hoc issues arising (e.g. delivery problems, date of manufacture delays, order to invoice discrepancies etc)
In order to deliver the above the job holder will develop strong relationships with Cisco partners and customers and will help, guide and coach his/her reports to do likewise.
Furthermore the job holder will build a span of influence across all Cisco customer facing organisations for the smooth and effective running of his/her CSSO area: CSSO deals with issues and optimises the Cisco customer and partner experience across the entire quote to cash lifecycle, including: sourcing, manufacturing, supply chain, planning, logistics, insurance, finance, legal, sales, channels and service.
Works on complex problems affecting customer satisfaction and on other CSSO initiatives. Is responsible for project implementation and execution that will drive increased customer satisfaction. Typically manages a project with significant impact to several theatres, but projects scope can be single theatre, multi-theatre or global.
Person Profile:
Technical Skills:
Has lead and managed teams (5+) in a customer services environment (essential)
Skilled at project implementation (essential)
Background in DMAIC / 6 Sigma (advantageous)
Understanding of departmental strategic planning and management (essential)
Skilled at budgeting (essential)
Has owned a cost centre or been responsible for a team / department budget (essential)
Knowledge of Business Objects or similar reporting tools (advantageous)
Good level of MS Excel for reporting (essential)
Skilled at delivering business presentations (essential)
Is able to make compelling presentations using MS PowerPoint (essential)
Knowledge of Customer Relationship Management (CRM) systems (advantageous)
Soft Skills:
Leadership: you have a history of building high performance teams (essential)
Management: as a manager you are results driven but you also focus on your people, showing high levels of empathy and compassion (essential)
Decision-making: you are able to make timely and sound decisions under conditions of uncertainty (essential)
Pressure: you have above average ability to cope with stress (essential)
Delegation: appropriate to a senior level function you know when to delegate and step back versus when to get actively involved and dive in. You give yourself the bandwidth to see the big picture (essential)
Influence: you have a track record of and the ability to get things done in a complex, matrixed and/or multinational organisation through using your people skills and / or being an effective subject matter expert (essential)
Focus on the Customer.
Relationships: You build solid business partnerships in a collaborative fashion (essential)
Industry or Sector Experience:
Experience in logistics, supply chain, electronics, telecoms, high tech or outsourced call centre sectors (advantageous)
Education:
BA/BS degree or equivalent (essential)
Travel / Shifts:
Office hours plus some Saturday working and some evening working at key times
Home working one day per week may be possible (subject to Cisco remote working policies)
Location(s):
Amsterdam, Zuid Oost (preferred)
Brussels, Diegem (possible)
