Company: Careers

Cisco Engagement Representative


The Cisco Engagement Representative role centers on the proactive & reactive management of Cisco Install Base information driving towards data accuracy, sales opportunity, quoting and ordering operational support. This role will support the Software Annuity business by researching, validating, and reconciling annuity opportunities, install base reports, products sales histories and licensing records.

Job Duties and Responsibilities

  • Reconciles customer inventory, service coverage and license usage/deployment 
  • Operational ownership of the Software Annuity renewal and true-up events
  • Owns operational accountability and responsibility for CPE activities (contract accuracy, quoting, ordering, entitlement, invoicing)
  • Provide Install base analysis reporting and pricing across Cisco
  • Drives standardized processes with the customer/partner ensuring scalability, consistency and Customer Satisfaction.
  • Gathers the necessary financial and service history information on customer service contracts
  • Compiles information and creates necessary reports in support of sales or research activities
  • Establishes business metrics and ensures that they are reported properly
  • Proactively sets and manages expectations mapped to customer timelines
  • Provides internal and external training sessions
  • Performs new offer and process incubation and documentation
  • Oversee cases and escalate if needed for issue resolution
  • May act as a point of escalation for other teams as relates to IB and licensing
  • Resolve escalations from Cisco sales and partners on pre and post-sales issues associated with renewal and new service orders  
  • Address contract problems for service delivery issues (support and SW updates/upgrades) by researching and fixing contract and install base issues
  • Provides a single view of customer/partner information with regard to service levels and contracts
  • Communicates status and updates to designated deal Stakeholders, Service Sales, Product Sales, and Customers/Partners as required

Strongly Desired Competencies:

  • Knowledge of Cisco Software/SAAS Offerings and their ordering/licensing policies
  • Advanced Excel and data mining skills
  • Strong problem solving and financial skills
  • BA/BS Degree with a minimum of 2+ years of related experience preferred.
  • Order Tool and CCW(-R)
  • CRM case management
  • CTV/Business Intelligence/SAP Business Object
  • Cisco Ready & SmartIB

Business Acumen:

  • Strong attention to detail
  • Ability to leverage business knowledge and data analyses to deliver recommendations on alternative options for action
  • Ability to recommend process improvement and standardization
  • Ability to anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives
  • Strong organizational skills