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 for Software Annuity business while striving for an efficient and effective Cisco experience.This position requires system and data base proficiency, knowledge of software and services offerings, analytical skills to interpret data and produce summaries and effective customer services skills to resolve partner/customer issues. This critical role partners with cross-functionally within Cisco and with partners and customers to ensure a differentiated customer experience as it relates to assigned responsibilities.

Job Duties and Responsibilities

The team will support the annuity business by researching, validating, and reconciling annuity opportunities, install base reports, product sales histories and licensing records, for, and in partnership with, designated sales teams, partners or customers.  Examples of activities that may take place within this team are as follows:

  • 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, pricing and TCO support across Cisco and partners
  • 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 setts and manages expectations mapped to customer timelines
  • Works cross-functionally to define how Software Renewals support activities can fit within and around existing processes and business systems
  • Manages sequencing for transactional requests
  • Coordinates with cross-functional teams
  • Works cross-functionally CPE Regional Ops, RCS, Cisco Sales, OMO, BU, VMO, GSSO, GVS&CS and GLO, partners and customers on annuity and install base support  
  • Provides internal and external training sessions
  • Performs new offer and process incubation and documentation

Proactive identification and resolution of customer/partner issues:

  • 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.
  • Ensures POs are booked through to completion, including all holds are released
  • Ensures order failures, conversion, and submission are resolved
  • Ensures appropriate Sales Credit Assignment/Re-assignment

Required Competencies:

  • Order Tool and CCW
  • Status Tool
  • CRM case management
  • Proactive Business Monitoring tool
  • EOL tool
  • CTV/Business Intelligence/SAP Business Object
  • ACW, Cisco ready, SmartIB, etc

Technical Skills:

  • Strong analytical, problem solving and financial skills
  •      Advanced Excel, and data mining skills
  •      Aptitude in systems and reporting for analysis
  •      Knowledge of Cisco software/SAAS offerings and their ordering/licensing policies strongly       desired
  •      Strong tool and process knowledge (list not comprehensive)

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 clearly articulate complex and abstract ideas
  • Ability to lead and manage multiple projects, often revenue impacting, requiring collaboration among cross functional resources often across wide geographic area
  • Ability to anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives
  • Ability to represent Cisco to the Account/Partner, build rapport and serve as their Cisco “expert” to partner with them on their Install Base tracking and management activities
  • Strong ability to collaborate and bridge various support groups to ensure all tasks are completed
  • Strong organizational skills
  • Ability to interact with a top-notch sales force, partners and customers.

    Service and Software knowledge highly desired; BA/BS degree with minimum 2+ years of related experience preferred.