CLIENT SERVICES EXECUTIVE

  • Cisco
  • Atlanta, GA, USA
  • Aug 09, 2018

Job Description

What You'll Do
The Client Service Executive within Global Enterprise Segment is a customer-facing sales professional who drives the overall success of Cisco Service business at some of the largest Enterprise Accounts on a Global level. You will position Advanced, Technical, and Managed Services to your clients..
Specialization and Focus:
  • Provide excellent knowledge and competency of the full services portfolio
  • Sell solutions passionately, proactively and consultatively, based on current and new portfolio of both TS and AS service offerings
  • Utilize strong account relationship skills at multiple levels within the organization where you are actively engaged with the customer; potentially within multiple accounts
Customer Engagement and Accountability:
  • Create large and complex deals with ability to sell Services capabilities for out-tasking and managed services.
  • Use creativity and determination to build strong relationships with customers and partners in positions that directly or indirectly influence the procurement process, including direct relationships with IT and business executives up through the C-level
  • Use consultative skills and conversations to uncover and solve customer needs; articulate the benefits of the solution
  • Gain a clear understanding of customers' business portfolio and requirements
  • Proactively manage all aspects of the customer account with respect to services transactions
The Internal Sales Process
  • Utilize extended services teams based on defined engagement models, throughout the sales cycle, including SSA's, Proposal and SOW teams, Cisco Consulting, and Field and Practice Delivery.
  • Lead the creation and collection of services scoping and pricing, as well as setting margins
  • Create tight integration and trusted relationship with Account Team (AM/CE, SE, PSS, etc) to penetrate customer opportunities early in the sales cycle.
  • Create and handle account plans (IAP's) using all relevant data (strategic initiatives, renewals, new product funnel, potential upgrades and end-of-support situations).
  • Provide Acct Teams with Services training, insight, and knowledge of solutions and processes.
Corporate Interlock:
  • Monitor and report on market and competitor activities for the benefit of our customers and our solution development teams.
  • Attend and present at external customer and internal Cisco meetings to aid business development and move the Services opportunities through the sales cycle.
Typical Sales Cycle:
  • Maintain and develop existing and new customers through appropriate and ethical sales methods.
  • Optimize quality of service, business growth, and customer satisfaction.
  • Uncover and qualify opportunities to ensure maximum value to the client in the solution proposed
  • Present a transformational business case and articulate how Cisco's solutions align to the customer's strategy while always looking at the entire Cisco solution portfolio to upsell and cross-sell across the spectrum of solutions
  • Tie all solutions back to the value they are creating for the customer
  • Negotiate variations in price, delivery, and terms of agreement with customers
  • Analyze and build and defend case for ROI's
Success Measurements:
  • Attainment of Quota
  • C-level Relationships
  • EBC's delivered
  • Transformational growth within the account
  • Renewal Rate, Attach Rate, Multi-Year Conversion, Discounts/Margin
  • Specific Offer/Portfolio targets
Who You'll Work With
You will spend 60%-70% of your time in customer facing and impacting scenarios, while exhibiting executive presence either face-to-face or via collaborative tools and technology such as WebEx, Telepresence, etc. It will be necessary to work cross-functionally, including, but not limited to Operations, Delivery, Product Sales, Finance, Legal, Architecture teams, and Partners. This will ensure alignment with the global account strategy and consistent local implementation.
Who You Are
  • BS / BA degree or equivalent
  • 5+ years of experience in service sales with a very deep understanding of IT Service Management
  • Experience in creating stakeholder interlocks and also communicating analysis and business outcomes in a concise and precise way
  • Track Record in successful orchestrating and leveraging cross-functional Sales Teams
  • Ability to coordinate multiple related initiatives effectively, track record of successfully negotiating contracts in tight coordination with a cross-functional teams.
  • Ability to influence decisions related to Cisco Services and Cisco technologies across customers IT and Lines of business
  • Detailed understanding of all back office systems leveraged in support of the business, Partnering with senior management to establish operational objectives and assignments;
  • Knowledge of Cisco Services offerings, software portfolio, data & analytics, security and industry trends (e.g. cloud and ITSM)
  • Ability to prepare Strategic Business Plans demonstrating Business & Financial Acumen and strong negotiation and presentation-skills.
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers