Client Operations Delivery Analyst

hace 3 semanas

Ciudad de México Cisco Systems A tiempo completo

**Position Overview**:The COD ANALYST works directly with Customers, Partners and Cisco internal Renewal Managers as our stakeholders in a Presales motion to help manage and optimize assets from purchase to renewal, safeguarding and ensuring data accuracy of our customers at all times. This position holds the operational responsibility for the Customer Installed Base lifecycle management enhancing customers and internal stakeholders experience across Services, Software and Subscriptions. The COD ANALYST is pivotal in providing actionable insights across Cisco on customer IB synchronicity, license activation, license consumption, service coverage, subscription term compliance and software feature utilization. The COD ANALYST uses this information to highlight renewal/adoption/compliance opportunities for the Customer Success team.

This role will help design and leverage “My Cisco Entitlement” enterprise solution in alignment with Customer lifecycle motions. “My Cisco Entitlement” provides a digitized platform experience for Customers visibility and management of all their Assets in one place, allowing for assigned users to take actions with customers, access reports and data to capture recurring revenue opportunities. Leveraging the full capabilities of “My Cisco Entitlements” will be enabled through a clear strategy and set-up of Smart Accounts, a key responsibility of the COD ANALYST as an outcome of the ongoing exposure to customer insights.

**Activities Description**:

- Engage with account team and provide visibility into the assets & entitlements procured by the Customer and position the value proposition of asset and entitlement management.
- Installed Base (IB) baseline assessment and reconciliation
- Synchronize their IB data with Cisco and collector IB data (ensure data integrity), in partnership with internal CPS Data Operations teams
- Monitor KPIs including CLI metrics and provide inputs to impact the metrics positively

**Key Skills and Responsibilities**:

- Excellent communications skills
- Ability to think outside the box and be an instrument of change
- Deals with ambiguity and translate into synthesized message
- A demonstrated track record of managing data across many sources is essential to this role.
- Strong influencing skills proven ability to influence outside of organization and across roles and functions
- Attention to detail and ability to execute against tight timelines
- Strong operational and organizational skills
- Analytical thinking - ability to interpret and translate data into information and synthesize it for timely and accurate decision-making support to the client
- Collaboration/Interface skills

**Outcomes & Care-abouts**
- Executes on the entitlement strategy for Services & SW Recurring Offers through baseline definition and data cleansing approach.
- Complete visibility of data & entitlements across Cisco tools and databases for products, Services and Software

**Education and Experience**
- Typically requires BA/BS degree with 2 years of business experience
- Direct contact with Primary stakeholders (Customers, Sales, and Partners)
- Demonstrated Data Management
- Asset Management with large data sets

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