Customer Program Manager

While reading this job description, we understand from experience that not ticking every box on the skills sections stops many people from applying. Please apply if you feel you are the right person for the job with the ability to learn and deliver results.

Who Youll Work With

The Customer Program Manager is instrumental in leading exceptional experiences for our customers as they are the liaison with Sales, our Delivery functions, and our service provider customers, building trusted relationships and demonstrating value. Customer satisfaction is our key driver. Take ownership of the customer service delivery experience and assume responsibility for the delivery, management, continuous improvement, and growth of Cisco Services.

What you’ll do

• Lead programs that consist of multiple projects, perform overall program-level planning, resource management, stakeholder engagement, communications planning, and oversight of interdependent projects ensuring a smooth transition to Operations
• Provide vision, strategy, governance, and business objective alignment
• Responsible for program profitability and maintaining program financial reports and proactively focuses Margin optimization activities
• Drive collaboration with Sales and Business Development, find opportunities for additional business, manage presales negotiations, requirements gathering, and renewals

Responsibilities include,

• Leading portfolio of programs and projects comprising multiple projects, ensuring dependencies are managed, and the overall program delivers value to the customer. Including the pre-sales cycle and stakeholder management, and is responsible for the profit and loss (PNL).
• Providing vision, strategy, governance, and aligning business objectives.
• Tracking program metrics, managing financials, and ensuring profitability.
• Providing leadership and holding teams accountable for delivering programs on time, within budget, and with high quality.
• Conducting program-level planning, resource management, stakeholder engagement, and overseeing interdependent projects.
• Acting as a mentor and escalation point for project managers.
• Identifying opportunities for additional business, contributing to presales evaluation, requirements gathering, and renewals.
• Identifying risks and developing risk response strategies at the program level.
• Leading the execution of contract change management processes.
• Managing partner and subcontractor delivery and commercial aspects.
• Contributing to the wider program manager community by sharing lessons learned and best practices.

Minimum Requirements:

• Bachelors or Preferably Master’s degree in engineering, business administration, or management.
• 10+ years of management experience in Professional Services team management, service delivery, or related field.
• Preferably PMP or PgMP or similar certification
• Preferably worked or led large service provider project or programs
• Prior experience in the Professional & Consulting industry is preferred.
• Awareness of best practices in service delivery and resource management, including familiarity with methodologies like PMI, ITIL, Agile or Lean Six Sigma.
• High-level technical background and knowledge in Technology, Networks, and preferably Cisco Products and solutions such as software platforms.
• Experience with workforce planning, staffing, and allocation of resources to meet service delivery goals and project requirements.
• Excellent interpersonal and communication skills are essential for coordinating with different departments, understanding project needs, and effectively managing resources.
• Ability to analyze resource utilization, forecast future needs, and prepare for changes in demand.
• Strong problem-solving skills to address staffing challenges and ensure that customer needs are met without overtaxing resources.
• Proficiency in resource management
• Proven ability to lead and manage teams, including conflict resolution, motivation, and maintaining high morale.
• Understanding of customer experience principles and a commitment to ensuring that resource management aligns with CX goals.
• Familiarity with project management principles and the ability to coordinate with project managers to understand and meet staffing requirements.
• Adaptability, strategic thinking, and the ability to work under pressure are often necessary.
• Saudi Nationality is required

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were "old" (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you cant put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidates hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.