Client Operations Delivery Analyst (5-7 years) - Experience in Asset Management, Data Analysis, Knowledge of Power BI and other dashboard tools

Location

Bangalore | India

Job description

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 level
• Lead implementation of Asset Management service for Cisco’s customers
• Accountable for onboarding new customers, IB aggregation/reconciliation from disparate data sources and present IB Business insights to customers
• Learn customers' processes relating to Installed Base data management; recommend changes to improve Installed Base data management
• Identify discrepancies and implement processes for managing Move, Add Change, and Delete (MACD) activities
• Provide ongoing IB maintenance support to customers
• Multi-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 strategies
• Interpret 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 reporting
• Take ownership of customer data purity - Develop and lead execution of action plan to update Cisco databases with improved IB data
• Excellent 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 stakeholders
• Ability to work independently and in a cross-functional team environment
• Eligibility & Qualifications
• Bachelor degree/Graduate
• At least 4 years of overall customer engagement experience and 2 years of relevant experience
• Highly organized with strong project management and time management skills
• Responsive and timely in delivering on commitments
• Positive attitude and strong work ethic
• Knowledge of Cisco products and services (desired)

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

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