Job Summary
As part of Comstor CX and EA Team, the Regional CX Manager role is a highly critical, strategic advisor and technical authority that engages with customers through Partner to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. Regional CX Manager will build close relationships with partners, customers, CX counterparts, architects, & engineers in achieving their goals. The role will:
- Leverage on Cisco Partner Experience Platform (PXP) and established Disti Partner View (DPV) access to identify potential Partner’s existing installed base to create alignment for engagement with the targeted customer to drive Lifecycle management.
- Collaborate with partner to meet and discuss with end user to understand their existing experience with the usage of Cisco solutions that they had invested, identify the business outcomes that end user like to achieve and what are the barriers or gaps to achieved it.
- Proposed relevant solutions and service options to mitigate customer’s gaps and improve customer experience, such as renewing their Cisco support with Success Track, and follow up with customer to attend ATX (Ask-the-Experts) session.
- Leverage domain specialization and expertise from vendor to authoritatively identify and proactively handle risk areas and customer expectations that could impact successful delivery.
- Provide lifecycle feedback to Cisco CX Product Management and CX Success Programs Teams and review for enhancement.
- Collaborate with Account teams, CX, and Partners to improve customer adoption, address product concerns, and drive incremental growth.
- Be responsible for voicing support for the end-to-end CX offer strategy and roadmap to partner sales, delivery teams, and customers.
The Regional CX Manager will consolidate all Cisco Software and Services renewals opportunities for the targeted customer and collaborate with respective in country Comstor Sales and Partners from quotations to closure. Regional CX Manager will be required to provide pipeline for the targeted accounts base on the opportunities that are at least 90 days in advance of contract expiry to the in country CX Manager and follow up closely till the deal is close.
The person in this role will be required to learn Westcon’s systems, vendor portal management and vendor products to manage the day-to-day activities effectively.
Possess an up-to-date knowledge and understanding of Cisco Solutions offering to ensure successful and high satisfaction customer engagements.
The Regional CX Manager will forge close collaboration with Sales and Business Development team when engaging partners through the lifecycle engagement process and position new solutions to achieve business outcome and improve customer experience.
This role also takes on the responsibility of providing Cisco Lifecycle Selling approach to guide partner to adopt such practices for their future opportunities.
Duties and Responsibilities
- Handle customer experience engagement and provide assistant to guide Partner with Lifecycle selling and management processes.
- Cooperate with Sales, Business Development and Presales teams to propose new solutions to achieve customer business outcome and work with delivery team to improve user experience.
- Work with vendor teams to ensure effective engagement with partner and customer.
- Frequent customer engagement through email, phone and meetup together with partners.
- Generate CX engagement reports including pipelines and successful closures to hit vendor targets.
- Provide customer service to customers and sales representatives by resolving business related issues and streamlining customer user experience.
- Establish and build relationships with partner sales team for effective collaboration
- Understand company sales and services process to achieve higher efficiency
- Obtain and maintain the relevant accreditation require by the vendor or our company
Working Relationships
The Regional CX Manager must interact regularly with many different groups of people and must therefore exhibit a high level of professionalism and interpersonal skills always.
Position Requirements
Skills and knowledge:
Customer Service:
- Strong understanding of both Cisco and internal CX process
- Understanding & delivering the “best in class” customer service
Technology:
- Good knowledge of Comstor Solutions offerings
- Good knowledge of Cisco Software subscription offerings
- Good knowledge of Cisco products and their relevant use cases
- Ability to use standard software: MS Office Applications, especially MS PowerPoint, Excel
Finance & Compliance:
- Calculate and maintain good profitability requirements on a transaction level
General:
- Good experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices related to domain.
- Capable to conduct effective customer interactions and understand customer needs and align architectural and vertical expertise to multi-functional teams.
- Able to explain technical concepts, give clients guidance and vision about the solution. Have a thorough understanding of the aligned technology/specialization areas, including features and use cases.
- Excellent time management and personal organization skills with ‘Team Player’ ethics to take the initiative in supporting others.
- Professional, friendly, positive and effective approach to customers and colleagues with a responsible attitude
- Adaptable and flexible approach to work
- Self-Learner
- Maintain a good knowledge of Vendor offerings and tools
- Aptitude for learning new skill and services related information.
- Punctual
