Order Management Analyst

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.

The Order Management team is responsible for the applications and systems that efficiently orchestrate and manages ThousandEyes customers’ orders through the lifecycle stages across ThousandEyes’ business models. We are seeking an Order Management Analyst who will be part of the Sales Operations team to help deliver transformation and digitization initiatives.

• Order Processing: Ensuring submitted orders are fully processed and recognized for booking by validating information provided by the customer, ThousandEyes and Cisco sales that’s required by the business
• License Provisioning: Establishing and managing customer licenses post sale for the entirety of the contract, while working with Sales and Customer Success to apply changes or extensions as needed
• Sales Support: Handling inquiries from internal  teams regarding operation policies and procedures via email, phone, chats and in-person
• Communicate effectively and clearly with the sales organization: sales people, sales operations and commissions
• Ensure customer satisfaction and provide professional follow-ups to address any inquiries that require additional information
• Other miscellaneous tasks that may be required of the role (running reports, monitoring order flow, etc.)

• Problem-Solver: You can identify problems and know when to think systematically & when to think creatively to find an easy solution. You like to work independently but also enjoy collaborating with the team.
• Detail Oriented: You look at the big picture and its details. You recognize patterns that connect the little things and can make a conscious effort to understand causes instead of just the effects.
• Self-Starter: You acknowledge and seize new opportunities everywhere and in everything you do. You always take the initiative and are motivated by growth, not by the satisfaction of needs.
• Multitasker: You are ambitious and disciplined, someone who masters the art of prioritization with a positive attitude. You are an enthusiast by nature & someone who is always open to working on whatever comes your way.

• Minimum 1 year of experience with Order Management for SaaS, software and services
• Knowledge of Commerce process and offer monetization models
• Minimum 1 year of experience in business and/or systems analysis
• Excellent verbal, written, and presentation skills
• Demonstrate strong interpersonal and organizational skills
• Results oriented, hardworking, self-motivated, and requiring little supervision
• Collaborative and open style with a constructive and positive attitude
• Strong proficiency in written and verbal English

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

#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 colourful 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.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.