Customer Project Manager

Who You'll Work With

You will work closely with our Customer Success Executives (CSE), Service Delivery Leaders, and Portfolio Managers, owning the project team(s) responsible for delivering professional services to Cisco Enterprise Customers.

What You'll Do

In this role, you will lead and guide the project team(s) dedicated to providing top-tier professional services, ensuring seamless delivery and customer satisfaction. In this role, you will:

• Lead and manage projects within a dynamic portfolio of contracted professional services for Cisco's most prestigious and largest customers.
• Direct cross-functional project teams through all phases of projects across all Cisco technologies.
• Understand customer business priorities and guide project teams to achieve desired business outcomes.
• Demonstrate extensive knowledge of Cisco products, services, and technologies while effectively leading teams of engineers and architects.
• Monitor, control, and report on project financials, including revenue forecasting, cost forecasting, and Profit & Loss (P&L) profitability.
• Evaluate quotes, levels of effort (LOE), margin, and other deal terms to ensure the scope contracted can be successfully delivered.
• Take ownership of customer delivery, efficiency, and quality, managing risks, issues, and customer concerns for optimized execution.
• Handle Resource Management activities, such as requesting and allocating resources for projects.
• Provide leadership and hold both the customer and project team accountable for delivering projects on time, within budget, and with high quality to ensure customer satisfaction.
• Continuously assess project performance, anticipate potential issues, and develop/implement recovery plans as necessary.
• Address delivery issues through problem triage, remediation planning, and communication with both internal teams and customers.
• Implement Agile practices where appropriate.
• Manage multiple, simultaneous projects with various customers.
• Collaborate with third-party vendors (partners) as needed.
• Innovate!

Who You Are

Experienced in driving business transformation in an adaptive environment through project management including:

• Solid understanding and experience in customer-facing project management.
• Previous experience as a Project Manager with technical customer-facing implementation.
• Proven track record of leading large projects with intricate or evolving requirements.
• Proficient in project management tools such as Oracle Projects, Service Delivery Console, Jira, MS Project, Smartsheet, or equivalent.
• Capability to align Cisco Products and Services with customer's desired business outcomes.
• Excellent communication skills - written, verbal, and presentation.
• Strong influence and consensus-building skills, paired with adept conflict resolution and negotiation capabilities.
• Proficient in leading and managing matrix teams.
• Demonstrated ability to guide and support delivery teams, coordinate activities, innovate, continually seek improvements in delivery quality and standards, and apply critical thinking to ensure customer-centric solutions.
• Comfortable collaborating with finance for revenue and cost forecasting; possesses a solid understanding of the revenue recognition process.
• Advanced collaboration and presentation skills.
• Ability to foster positive and respectful relationships with all stakeholders involved in the project(s).
• Familiarity with delivery frameworks, protocols, and industry standards; adept at using Cisco methods/tools for structuring and implementing service delivery.
• Familiarity with generative AI technologies and their application in business transformation and project management.

Minimum Qualifications

Experienced in driving business transformation in an adaptive environment through project management including:

• 10+ years of Project/Program Management experience deploying leading-edge, multi-vendor technologies in complex commercial environments.
• Management Consulting experience is preferred.
• Demonstrated leadership skills and experience managing large cross-functional teams.
• Solid understanding and experience in customer-facing project management.
• Prior experience in a direct managerial role overseeing resources.
• Bachelor's (BA/BS) degree or equivalent.
• MBA is preferred.
• Project Management Professional (PMP) certification is required.
• Familiarity with Agile methodology (CSM, ACP, SAFe) is highly preferred.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can't put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.