The Partner Success Manager (PSM) is an extended member of the Partner Sales teams focused on helping the Partner develop an ADOPT and EXPAND sales practice. This role is introduced by Cisco into its most relevant partners to drive and accelerate mutual success through an effective ADOPTION and EXPANSION of Cisco offerings around solutions, services subscriptions and software. The PSM interlocks with the Partner Integrated Sales team to drive adoption business models within the partner operating model that increases Customer Partner and Cisco value stack.
The PSM helps Cisco partners to accelerate & monetize their planned ROI for Cisco Adoption practice investment, and improves mutual operational readiness and performance. This role is executed in close alignment with Cisco Sales. Cisco Service Delivery, and Business unit subject matter expertise where necessary.
As an additional result derived from the appropriate execution of this role, a timely and expanded RENEW sales motion is facilitated to the respective Cisco Sales teams. This result also has a direct relationship to the customer achieving one of four major business outcomes including: increased revenue, decreased cost, mitigated risk, improved overall customer satisfaction.
PSM Global Community:
The PSM will be charged to document and share customer best practices with the global PSM team and implement best practices from the global community within their assigned accounts. Each PSM will be expected to build cross functional relationships within Cisco to more effectively support the customer. The PSM supports cross functional initiatives, and participates in theatre/global initiatives to drive the development of the PSM community.
Key Responsibilities and Activities: Represent & be the expert of the Global Customer Success Portfolio & Strategy, accelerating customer time to value & expanded annuity business Drive partner-led adoption growth through collaboration with Cisco Integrated Sales Organization, Field Marketing, individual BE's. Deliver weekly & accurate adoption forecasts & updates to management Interlock with Partner Integrated Sales team to drive adoption business models within partner operating model that increases partner value Master Adopt and Expand Playbook deliverables and executes same within targeted partners to ensure partner and end customer value and business outcomes realization. Contributes to optimization and modification of Playbook content Execute best practices engagements with targeted partners utilizing cross functional and SME resources where applicable. Analyze and act on Adopt and Expand triggers to support both Land and Annuity selling motions: Result will be visible growth in Adopt and Expand measurable by targeted partners as well as growth in overall service sales. Interlock with other sales, marketing, engineering, and service delivery teams to drive GCS Adopt and Expand plan and conversations with our partners Focused on achievement of 4 major business outcomes (increased revenue, decreased cost, mitigate risk, improved customer satisfaction). Lead to the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer. Proactively qualify, communicate and transition the identified opportunities into Cisco Sales Drive the successful introduction of the new solutions based on the customer expected outcomes. Establish a common understanding with the partner for the ROI they are receiving from Cisco Solutions as the ADOPTION and EXPANSION strategy is executed. Advocate on behalf of the Customer ensuring a superior Cisco experience.
Essential Job Responsibilities: Represent and be the expert of America's Global Customer Success Portfolio & Strategy, accelerating customer time to value and annuity sales motion.
Drive partner-led adoption growth through collaboration with Cisco Integrated Sales Organization, Field Marketing, individual BE's, and Cisco Capital counterparts. Deliver weekly and accurate adopt & expand forecasts to management. Meet and exceed service adopt & expand targets on a weekly, monthly, quarterly and annual basis. Utilize and maintain SFDC as opportunity management and forecasting tool. Engage with Americas Field Marketing counterparts to create demand generation campaigns with named partner accounts to improve time to customer value and expanded pipeline week over week. Comfortable working in a predominantly virtual team setting, through inspirational business skills. Develop a clear and concise understanding of the partner and/or customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function Serve as trusted advisor to Cisco partner base to evangelize and drive GCS portfolio in the Americas theatre. Focus on ensuring Partners can deliver value to Cisco customers successfully and maximize the value they receive from solutions and attain their business outcomes through any relevant subscription service. Operate and execute with "C" level partner executives by visiting partner locations, participating in partner executive briefings, and quarterly business reviews. Plan, propose and participate in GCS portfolio feedback cycle. Drive partner and customer satisfaction by executing GCS strategy Meet operation expense targets and organizational financial goals. Drives Field, Partner, and Customer Loyalty and Satisfaction Success Factors and Deliverables:
Success Factors: Within account team framework, drive development of medium to long- term service adoption and expansion strategy Provide leadership in matching Cisco Service value to partner business priorities and customer outcomes thru the use of Quarterly Business Reviews. Work with the Cisco sales and business development teams to ensure that partners have a seamless and integrated view of Cisco Services
Deliverables: Increase ADOPTION of purchased services leading to industry leading renewal rates, success stories, and expansion opportunities. Identify and report in SalesForce.com (SFDC) Identify and report key success factors and SNTC/NOS adoption and expansion to customer executive management.
Core Competencies: Aligns actions and execution plans with GCS Vision and strategy to deliver desired outcomes as documented through specific partner planning Communicate and correlate GCS strategy and portfolio to partner growth and sales objectives Tie financial impact to partner's investments in both short term and long term investment models needed to deliver Adopt and Expand value based on Cisco service portfolio The capability to build and manage packaging workshops. This would include blending of intellectual property (I do, you do, we do) to build next generation adoption programs. Balance Planning and Reacting Innovate and take risks Proactively work to eliminate barriers, handle objections, and remove impediments to success. Proven track record of collaboration across multiple organizations in order to accomplish significant achievements driving customer satisfaction and Cisco revenue.
Required Experience, Skills and Alignment: 10+ years' experience in successful channel sales, business development and/or channel marketing, preferably in a technical environment. 5+ years' experience working with channel and/or alliance partner programs. A proven track record in business analysis and translating customer needs into a high level statement of requirements for internal product/service package alignment. Bachelor's degree from accredited college or technical institution. Strong partner recruitment and sales capabilities. Must be excellent communicator, team builder and motivator with a proven ability to provide leadership while exhibiting outstanding interpersonal written and verbal communication skills. Must be organized and self-motivated Industry certifications a plus (e.g. ITIL, PMP, COBIT, Six Sigma) Training or skills transfer experience preferable. Ability and willingness to travel on demand
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