The Manager of the RTP Virtual Customer Success Team will lead the execution of the Adopt & Expand virtual charter in close alignment with Cisco sales stakeholders. This leader will ensure that execution is consistent with global standards across the virtual teams; tailored as appropriate to accommodate in-region differences including, but not limited to, customer segmentation, offer implementations, and playbook execution. This successful leader will be responsible for continuous improvement of results as well as reporting those results and business plans to key stakeholders to ensure support and alignment across the route and regional leadership team. Additional responsibilities include forecasting, pipeline management, active coaching of reps, client relationship management, client process & operations management, and project management. Average span of control is 1 Manager: 8-14 VCuSMs.
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• Execute against the overall vision and strategic Adopt & Expand plan for the RTP Virtual Customer Success Center.
• Ensure that teams and sales reps meet assigned performance targets each quarter leveraging incentives and spiffs as appropriate.
• Build and monitor a pipeline management plan to closely monitor all performance KPIs
• Overall resource management responsibility; maintain overall health of team ensuring high morale and employee satisfaction levels
• Provide coaching to VCuSMs that accelerate and optimize their individual performance
• Advocate innovation and effectively lead through change
• Drive requirements for automation related to improved customer experience; dashboards, metrics, etc.
• Provide bi-weekly metric reports for the Virtual Customer Success Center
• Ensure all customer escalations are tracked, communicated and resolved
Who You'll Work With
The Global Virtual Sales and Customer Success organization is one of Cisco’s fastest growing sales teams and is the talent engine for Cisco Sales with diverse and motivated teams that consistently deliver profitable growth.We serve our customer life-cycle through a series of selling motions to drive higher value and an optimal experience from Cisco solutions. We are a dynamic and international team that brings excitement to the sales floor every single day. We connect Cisco customers with solutions that can transform their businesses and change the world for the better.
Who You Are
You are someone who wants to build, integrate and lead world class team. You lead by example with experience in consultative selling preferably in a technology company. If you love selling in a changing environment, you are achievement-oriented and believe in performance rewards for exceeding annual sales goals though strong collaboration with partners and internal stakeholders, we have a place for you.
Required Experience, Skills and Alignment
• 5-8+ years technical, business and/or sales experience working with multiple assigned medium to large organizations.
• 2-3 years people management experience
• Executive level communication and presentation skills.
• Knowledge of ROI measurements and converting Cisco solutions into customer business value messaging.
• Have direct/indirect selling experience to an end-user customer base, with demonstrated account management experience as part of previous experience
• Strong business and financial acumen
• Proven track record in exceeding sales quotas and targets.
• Strong awareness of Cisco, including both the company and solution offers, and general comprehension of security, collaboration and internetworking technologies.
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