Senior Solutions Operations Support - Cisco

The Senior Solutions Operations Support is the subject matter expert and is responsible for management of our partner relationship while managing sales, service and operations, opportunities, programs, and tools. The subject matter expert is strategic and stays relevant with new offerings and enhancements. Act as a team resource for answering questions and guiding process improvement.

ESSENTIAL FUNCTIONS:

• Manage Cisco Attach & Renewal Rate Programs.
• Manage Cisco Memorandum of Understanding (MOU).
• Manage Software & SaaS Business unit to streamline operations.
• Manage EN Vendor Renewals and create vendor agnostic renewal process.
• Execute Adoption Services for all software solutions utilizing Lifecycle Management best practices.
• Manage daily Customer Success Operational Management utilizing internal and vendor specific tools (PPE, PXP, AMP, CCW, etc.).
• Manage existing install base for refresh and expansion opportunities through marketing and sales engagement.
• Execute complex renewals (Cisco, EMC, Microsoft, etc.).
• Maintain knowledge of Cisco programs and audit the VIP rebate program on a bi-annual basis.
• Independently seek best opportunities for vendor special pricing for the Solutions Team when special pricing is requested.
• Facilitate EA orders and any process enhancements.
• Maintain CRM, including Vendor contact information, and deal registration status.
• Attend QBR meetings with Cisco, Microsoft, etc. or other strategic vendors.
• Partner vendor relations certifications completion while providing a 1+1 on sales and technical tracks.
• Perform KPI’s monthly and review/report to the Solutions Operations Manager.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry.
• Attend required company and departmental meetings.

QUALIFICATIONS:

• High school diploma and four years of related experience; or equivalent combination of education and experience.
• Bachelor’s degree or equivalent education preferred.

REQUIRED SKILLS:

• Proficiency with business collaboration tools including MS Office applications, Outlook, vendor software and company specific programs, and a high level of internet proficiency.
• Superior internal and external customer service and communication skills.
• Strong attention to detail with the ability to maintain accurate and detailed reports.
• Ability to identify errors and make proper corrections.
• Excellent organizational and time/task management skills with the ability to prioritize tasks, work within a defined timeline, and operate with changing priorities.
• Function collaboratively as part of a fast-paced, client-oriented department.
• Self-starter with the ability to perform with little or no supervision.
• Strong ability to exercise independent judgment and critical thinking.
• Takes initiative.
• Strong research and development abilities.
• Manages conflict with a healthy approach and desired outcome.