Cx Operations Specialist
2 days ago
Job Summary:
- The CX Operations Specialist - Cisco will support the management, performance, reporting and analytical requirements of Cisco programmes related to Customer Experience and annuity products and services. Working closely with SHI Cisco team members, Cisco, external partners, and SHI leadership to ensure high-level quality and support for Cisco CX aligned operations. This position will ensure compliance of programmes and increase performance and profitability by ensuring metrics are met in relation to annuity renewals for software and services. Key will be ongoing reporting of key metrics and continuous improvement by new process and tools to achieve and maintain performance.
The position will report to the International EMEA Commercial Director - Cisco Solutions
This is a home based role where you will be expected to visit the office and travel when requested for meetings when required.
About Us:
- Established for over 30 years, SHI has continued to grow from once a small software only reseller to a global industry leading IT solutions provider. With our organic growth and stability within the global market, we are able to provide a variety of technology products, solutions and services to businesses including Cloud Computing, Data Centre Infrastructure, Networking and Security solutions, Configuration and Integration services, Enterprise Mobility and IT Asset Management.
- With the support from our International partners and colleagues, we offer the opportunity to progress and develop a career within the IT Industry while working in a diverse and fun environment. From sales, technical and support personnel, SHI offers positions ranging from entry-level to seasoned experts.
- SHI provides innovative solutions and world-class support from over 30 offices throughout the U.S., the U.K., Republic of Ireland, Canada, France, Hong Kong and Singapore.
**Responsibilities**:
- Include, but not limited to:
- Take complete ownership over operational CX related escalations or requests and see them through to completion
- Act as a "go-to" operational resource to support SHI sales and operations on Smartnet renewals, general software products and renewals, EA programs, CX adoption services with quoting and order processing.
- Work in a team environment to meet SLAs on annuity and renewals
- Attend or run customer calls in conjunction with sales teams as needed to review renewals and billing or operational requests or issues
- Proactively assist the sales organization in moving CX and annuity renewal opportunities throughout the sales cycle.
- Ensure metrics are achieved to maximise rebates in relation to CSPP programme metrics, annuity software renewals (VIP), CX adoption payments working with CX partners.
- Understand and facilitate Cisco annuity billing between accounting and sales teams
- Act as an escalation contact for the sales organization on Cisco software, services and CX programmes
- Attend all necessary Cisco meetings, training, and events
- Work on special projects as determined by business and management needs
- Support in identifying and improving any/all existing inefficient processes for the related Cisco renewal and CX programmes and create documentation to be stored in Teams
- Monitor and control data quality, ensuring reporting is accurate and complete operational tasks and activities in compliance with Partner program requirements
- Assist with any other Cisco operational task or general request as required by the business.
Qualifications:
- Bachelor’s Degree
- Cisco Certification - CX Renewals Manager or CSM
- 1 year of Inside Sales/Outside Sales experience or Partner/Vendor sales support experience
- Working Cisco knowledge and expertise and proficiency in CCW
**Required Skills**:
- Superior organizational, communication, and time management skills
- Ability to analyze and present findings in an organized and professional manner
- Analytic approach, strong problem-solving, troubleshooting, and critical thinking skills
- Ability to work independently as well as in a team environment
- A strong, dedicated work ethic focusing on the willingness to provide world class support
- Must possess excellent customer service skills and ability to speak over the phone
- Ability to assist sales organization in moving opportunities throughout the sales cycle
- Ability to monitor and control data quality
- Ability to serve as an escalation point on operational requests
**Preferred Skills/Qualifications**:
- Cisco CX related certification such as renewals manager or CSM
- Strong Excel knowledge and expertise in VLOOKUP, Pivot Tables, and data analysis
- Proficiency in working with SHI internal systems (AX, Salescenter, CRM, BI, MySHI)
Unique Requirements:
- 25% travel to partner conferences/events and customer sites as needed
Additional Information:
- FLSA: Exempt
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