Partner Operations Manager - Cisco | Remote, USA

Optiv Security - Atlanta, GA

Full-time

Remote - Atlanta, GA

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager - Cisco (also known as Partner Operations Manager) is a fully remote role focused on supporting Sales and Operations in enhancing Cisco's Customer Experience (CX) lifecycle. The primary goal is to ensure customers maximize the value of their Cisco investments, driving adoption and growth through product knowledge, reducing time to value, and increasing ROI.

Responsibilities

• Keep up with Customer Experience Best Practices and ensure compliance with Optiv standards.
• Manage Enterprise Agreements by proactively tracking for overages, performing client check-ins, and managing true-ups.
• Maintain all necessary Cisco certifications and collaborate with Partner Operations to identify and support additional certification candidates.
• Monitor and communicate notifications regarding Cisco products, software, and advisories.
• Familiarize with and share Cisco Security product documentation as appropriate.
• Attend Cisco Partner Trainings and recruit additional internal attendees as necessary.
• Meet regularly with Cisco to strategize, address operational issues, and build rapport.
• Act as an opportunity advisor to field sales regarding Cisco pricing programs, requirements, and order documentation.
• Make recommendations to the field on the best pricing programs for specific projects.
• Serve as a liaison between marketing and field sales to ensure accurate lead assignment.
• Gather historical pricing data for partners and customers, recommending best pricing strategies to field Account Managers.
• Identify additional areas of customer need for expansion or cross-sell opportunities.
• Provide timely and accurate price quoting support to the field sales organization.
• Resolve quoting, order, and invoicing issues and errors.
• Understand global supply chain updates and communicate them to Sales and Operations as appropriate.
• Effectively communicate new partner offerings and business procedures to the field sales team and operations.
• Act as a subject matter expert on Authorized support programs and offerings.
• Present internally and externally on Enterprise Agreements to help remove technical barriers and accelerate adoption.
• Create adoption plans for Enterprise Agreement customers to enhance their usage and self-sufficiency.
• Identify incremental opportunities and programs that help customers achieve greater value from their investments.
• Ensure customers recognize the value provided by vendor solutions to maximize customer satisfaction.
• Collaborate with clients during the renewal period to discuss changes to existing subscriptions and additional functionality needs.
• Serve as a trusted advisor throughout the renewal journey, providing expertise and support for a consistent customer experience.
• Work with the sales team to gain a deep understanding of customers' business and needs to personalize the renewal experience.
• Perform ongoing revenue risk assessments during the customer lifecycle to help retain product Annual Recurring Revenue (ARR) and meet Key Performance Indicators (KPIs).
• Perform other duties as assigned.

Requirements

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or equivalent combination of education and experience preferred.
• Two or more years of experience in a Business-to-Business Sales/Client Services role required.
• Two years of experience in the technical or information technologies industry preferred.
• Intermediate level experience with Microsoft Office, specifically Outlook, Word, and Excel.
• Internet navigation skills required.
• Prior experience in Client Relationship Management software (CRM) required; Salesforce.com experience preferred.
• Ability to work in a sales partnership setting where workflow is determined by incoming requests required.
• Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced environment required.
• Ability to build relationships and trust with internal and external partners/clients required.
• Superior organizational skills, independent judgment, and functional arithmetic skills required.

Benefits

• A company committed to championing Diversity, Equality, and Inclusion through Employee Resource Groups.
• Work/life balance.
• Professional training resources.
• Creative problem-solving opportunities.
• Volunteer opportunities through "Optiv Chips In" to encourage employee engagement with teams and communities.
• The ability and technology necessary to work productively from home.