Posted on :
11 Aug, 2010
11 Aug, 2010
Cisco (NASDAQ: CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Cisco South Africa recruits Sales Support Mgr
Sales Support Mgr, Emerging Markets, Central
Requisition #: R872349 Location: SOUTH AFRICA.GAUTENG.JOHANNESBURG
Job Title: Sales Support Mgr, Emerging Markets, Central Region: EMERGING MARKETS
Area of Interest: Operations
Level of Experience: Experienced – Manager
Flexible Work Option: No
Job Description: Supports Service Sales Operations, as part of Global Field Operations, in our activities to develop and optimize the efficiency of the Sales field – sales personnel, field operations managers and field sales coordinators (sales support) across all service types through all channels (focused on strategic accounts and SAM advocacy).
Purpose: team with our business stakeholders to develop and deliver initiatives that give time back to our sales field. We simplify and develop processes, tools and training to drive productive sales activities and to transform the end-to-end service sales and partner experience. The role will act as single point of contact to the Area Sales Director and Managers (Emerging Central Super Region focus) and their country managers to act as their advocate and help align our Operations objectives, initiatives and activities to each Region’s needs. The role is not about fixing individual transactional issues (we have shared transactional shared service organizations for that). Field advocacy is about understanding underlying root causes, issues and needs, and coordinating with our various stakeholders (Corporate, Theater and Field) to start resolving them.
Our fundamental strategy is to support the bookings commit process by operating “always on” cyclic activities where operations lead and guide sales. The Top Deal cycle and Service Contract Lifecycle Management (supporting large renewals in a holistic engagement) and commensurate risk mitigations that underpin Sales success.
Charter: As Field Sales and Channels advocates, we develop, enable and support a best-in-class service Sales Team that is focused on productive selling and revenue-generating activities.
. Act as advocate to, and bridge with Area Sales Leader(s):
Understand their business models, drivers and challenges to help focus key initiatives.
Drive regular reviews and get-well progress planning across Key Performance Indicators at Senior to mid-level managerial engagements.
Help our Education and Field Enablement teams develop a training and sales development roadmap – tactical, practical, people lifecycle.
Allow Sales Ops to tune and schedule activities and workshops to each region’s needs.
Act as an Ambassador for Sales Ops across our various activities and priorities, with regular field presence.
. Top Deals Operational Support >$100K (Strategic Accounts) – pro-active risk mitigation, project plans, prioritization across stakeholders, Qtr end war-rooms. Activities aligned directly to support the weekly commit process.
. Top Renewals Operational Support – pre-planning IB to Quote to Book to Cash. Work with Service Contract Lifecycle Management team (Strategic Accounts medium touch) – pro-active IB reconciliation, Contract clean-ups, Account Heath Checks, Renewals $500K to >$5M, “Sustain” activities to maintain accuracy, Customer consultancy, Service Delivery CSAT.
. Transactional Support – Interface with Contract Mgt, TS Quoting, Tool Support (SSC), Customer Operations (CS), Credit & Rebills, Sales Credit Assignment, Global Account claims, Entitlement Teams, Services Delivery.
. Sales Productivity – Sales up-skilling, compliance, process training (Playbooks)
. Business Transformation – Cisco Int’l execution, Commerce evolution, Acquisition integration, Process optimization, Manual Service Entity support.
. YE Transition – Hierarchy changes, field-to-finance interlocks.
. Manage Sales Support agents (Sales Coordinators) in support of weekly Commit and top deal (strategic account) lifecycles
. Oversee deal management processes, SLAs, prioritizations and escalations across stakeholder teams such as Finance, Legal, Deals Desk, Contract Management, Quoting, AS Deal Support, Customer Operations, CMFS, Sales Credit Assignment, Contract Entitlement
. Oversee pre-preparation work for major service renewal deals across transactional stakeholder teams, including Install base (IB) reconciliations, Contract clean-ups, Quotes, Quote Validations, Quote to Book conversions, Stuck Quote and Conversion escalations, Sales Credit Assignment, Contract Entitlement
. Ensure Sales Support agents work closely with SAMs on a weekly basis in support of pro-active Deal management processes
. Attend Territory and Regional Sales Commit Calls to identify and manage operational risks, root cause any misses from prior week
. Identify opportunities for process and tool optimization
. Manage contracts, requisitions and invoice reconciliations for Sales Support agents
. Maintain team spirit, ongoing training (Cisco specific), gap analysis, performance surveys, and related development activities to maintain top performance
. Manage month and quarter end “extra” activity cycles, including Deal Tracker compliance, Operations Metrics and KPIs (and get well plans)
. Act as Trusted Advisor to Salesforce on policy-process-tool compliance, change management, field training support and any specific initiatives that drive sales productivity (time back to sales)
. Provide field and partner representation (advocacy) and program management for the improvement and evolution of existing processes, systems and tools. Examples include:
Forecast process and accuracy (weekly commit roll-up)
Sales Credit Assignment improvement (booking commissions)
Cisco Service Contract Center (service renewal opportunities, partner self-sufficiency)
Salesforce.com (CRM and opportunity management)
Advanced Services quote to booking cycles (and visibility)
Cisco International legal entity operationalization
Commerce Workspace (ICW) evolution
. Assist with introduction of new processes and tools by bridging with stakeholder teams, work with the field to prepare the way for such introductions: coordinate User Testing (UAT), drive awareness and tuned messages, manage activities which promote fast, efficient adoption, manage metrics to identify areas of risk and success. Driving better alignment between Service and Product Operations, and within Service Operations teams like Advanced Services, Technical Services, CA Policy Desk and Sales Finance.
. Consolidate, document, prioritize and review sales pain points by working with field operations, sales managers and area sales leaders:
Identify and prioritize top impact issues for follow-up
Coordinate root cause analysis and remedial activities with stakeholders such as Service Support Center (SSC), Customer Service, Global Field Ops, AS Ops, Global CS and other Theater stakeholder teams
. Assist with field communications:
Prioritize and consolidate multiple communications
Create targeted messages and communications around business transformational tracks
Ensure optimal team coverage and capacity at all times.
Ensures adherence to norms and strict adherence to compliance.
Own and drive special projects from time to time and as required.
Empower Sales Support Agents to undertake activities outside core duties.
Drive Inclusion and Diversity awareness and initiatives as required within directly managed community and extended teams (within contractor legal constraints).
Support Sales Operations Management in any ad hoc activities and priorities as required.
EXPERIENCE / QUALIFICATIONS REQUIRED:
. 5+ years minimum experience in Sales or Business supporting role with sales-and Partner facing exposure
. Credible at Sales Management level
. People-management experience and proven track record (position will have contractor management responsibility (approx 3)
. Proven record of simplifying complexity
. Experience with Cisco processes and systems (especially quote to booking to cash), familiarity with Ordering Tool and CSCC an advantage
. Must be a self-starter, able take goals and project parameters, own it and run with it to execution, with minimal assistance
. Experience working as part of a multi-national or distributed team, familiar with building inclusion and diversity
. Detail focused, analytical, results-oriented and able to see bigger picture
. Track record in change-management and execution
. Excellent written and verbal communication skills (English)
. Power-user in Microsoft Office applications (Word, Excel, Power-point)
. Familiarity with a Channel (1-tier and 2-tier) distribution and service model
. Experience with delivering training, strong reputation in coaching
. Second Language (after English proficiency) e.g. French, Arabic
. Communication – Excellent written and oral communication skills in both English and secondary EM language with external customers, team, management and with Cisco Sales Team. Ensuring the level of communication is appropriately focused for the audience they are communicating with and ensuring open communication is at the forefront in all relations.
. Team work and collaboration – Demonstrate an ability to work well within a team and individually. Work with cross functional teams and within the EM Service Sales Operations team.
. Customer Service – Ability to build relationships with internal and external customers while providing accurate and on-time support.
. Good analytical thinking and Problem Solving-Ability to manage Level 1 Service Sales cases efficiently using knowledge of Cisco Service Sales Business and Operational knowledge.
. Strong attention to detail and accuracy.
. Excellent decision-making skills, Self-reliant, ability to make decisions.
. Strong time management skills.
. Ongoing self development of skills and Cisco Service and Product knowledge where appropriate and taking part in organized training courses when applicable. Using skill development and business knowledge to increase the productivity of the Service Sales Support Team.
. Positive attitude, Professional work ethic and standards
. Demonstrate an ability to drive process compliance and optimization
. Intermediate to Advanced Excel, PowerPoint, Word and reporting skills
. Demonstrate strong understanding and aptitude for Technology and Web 2.0
. Educated to degree level or equivalent
. Project, Program and Change Management qualifications an advantage
. Must be currently in a Leadership position or show strong aptitude for leadership potential
. Experience in a Customer Service role in Business Outsourcing.
Is highly customer-oriented. Makes serious efforts at understanding client needs and ensures customer expectations are met in every interaction
Manages associates’ aspirations and facilitates associates’ development by effective interventions. Ensures key performance measures are met
Is an effective team player and team leader. Guides and supports the efforts of team members towards the achievement of the team objectives. Is proactive in avoiding or resolving conflicts
Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions
Is self-motivated and committed to work hard towards goals. Is proactive in seizing business opportunities
Speaks clearly and fluently and writes in a clear and concise manner. Uses appropriate style and language for communication