Client Operations Delivery Analyst.

2 weeks ago

Bengaluru, India Cisco Full time
Who we are :

Cisco Asset Management Service is designed to give Customers near real-time Installed Base (IB) information, so they can effectively manage the life cycle of their Cisco assets and make the right business decisions.The CAM does this through proactive management of the Customer’s Cisco IB, which includes collating asset information from various sources (CCW, CCW-R, MCE, ACAT and other Cisco Databases as well as input from the Customer and automated network detection tools), building the most accurate IB view, analyzing the data and handling service contracts.The Cisco Asset Manager role plays a key part in enabling Cisco recurring revenue business via providing clean, actionable, renewable IB data. Asset managers are encouraged to understand customer IB better than the customers themselves, thereby giving significant insights, reducing risk and providing operational excellence.

The Cisco Asset Manager

Cisco Asset Manager will deliver Asset Management service for multiple Cisco customers. Will serve as the single point of contact to the customer, partner and internal Cisco stakeholders, including the Sales/account and Customer Experience teams for managing, tracking, reporting and resolving issues with the customers' Cisco IB data. The individual would be supporting our customers in their effort to handle the lifecycle of HW and SW assets in their networks to mitigate operational and financial risks, optimize Total Cost of Ownership and improve the overall customer experience.This is a customer engagement role with requires customer engagement/service experience – the role requires Asset Managers to work directly with Cisco’s customers/partners and collaborate with Cisco CX (aka Customer Experience) teams to deliver clean IB insights and enable a smooth lifecycle management to the end customer.

Job Duties and Responsibilities

Accountable to ensure that the customer IB is in the correct contract, location, and service coverage levelLead implementation of Asset Management service for Cisco’s customersAccountable for onboarding new customers, IB aggregation/reconciliation from disparate data sources and present IB Business insights to customersLearn customers' processes relating to Installed Base data management; recommend changes to improve Installed Base data managementIdentify discrepancies and implement processes for managing Move, Add Change, and Delete (MACD) activitiesProvide ongoing IB maintenance support to customersMulti-functional collaboration required to execute on tasks

Our Minimum Requirements for this role:

Understand Cisco business model – know how Cisco sells, Cisco product portfolio and GTM strategiesInterpret large raw data sets; conduct data analysis and audits – high level of excel mastery (macros, Pivots, Formulas and Slicing), ability to work through large data and understand reportingTake ownership of customer data purity - Develop and lead execution of action plan to update Cisco databases with improved IB dataExcellent communication skills, bold, assertive and possess a sense of ownership of the assigned customers - Lead client calls, participate in quarterly business reviews, and conduct on-site visits (where required).Ability to generate reports using Tableau, Excel. Knowledge of Power BI and other dashboard tools is an added advantage. Produce reports for Customers, Account Teams, and other stakeholdersAbility to work independently and in a cross-functional team environmentEligibility & QualificationsBachelor degree/GraduateAt least 4 years of overall customer engagement experience and 2 years of relevant experienceHighly organized with strong project management and time management skillsResponsive and timely in delivering on commitmentsPositive attitude and strong work ethicKnowledge of Cisco products and services (desired)

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