FIELD SALES RELATIONSHIP MANAGERS
Centro de Operações de Suporte a Vendas para a Europa
Field Sales Relationship Managers - Centro de Operações de Suporte a Vendas para a Europa
No mês de Maio de 2007 a Cisco, líder mundial de redes para Internet, escolheu Lisboa para acolher o seu centro de suporte a processos de negócio das suas operações na Europa, tendo contado com o apoio do Governo Português e da API (Agência Portuguesa para o Investimento).
Nasceu então o projecto Hércules e a figura do FSRM (Field Sales Relationship Manager), um colaborador dinâmico, multifacetado, multilingue e com aptidão técnica para suportar toda a área comercial da Cisco na Europa em todos os processos relacionados com o processo de vendas. Cerca de 65 FSRM suportam neste momento cerca de 20 países europeus com inegável sucesso. As características inatas da equipa apostam naquilo que é hoje o seu tagline: Great Service... Every Time!
Rosto visível de uma forte aposta da Cisco em Portugal, o projecto Hércules é hoje um caso de sucesso e um exemplo de talento, flexibilidade, inovação contínua, mas também de diversidade e de inclusão social. O Hércules colocou a Cisco Portugal na agenda de investimento da Cisco Inc.
O papel do FSRM tem vindo a evoluir, desde a sua criação, da optimização de processos já existentes à adopção de novas funções e capacidades. A viagem ainda há pouco começou, Lisboa e Portugal estão cada vez mais na rota das novas tecnologias e o projecto Hércules é um exemplo a seguir.
Manager for Customer Operations, Customer Service Theatre Operations team. The team will typically comprise between 12 and 15 Relationship Managers and Escalation managers, supporting Field Sales and Customers.
Manages both Sales and Partner relationships in a European region or business segment. This includes overall and daily business operations, Customer Satisfaction, projects, planning, team leadership, individual and team development, performance management, coaching and mentoring.
Reports to the Senior Manager Customer Services European Theatre based in Lisbon.
Manage relationships with Cisco customers and partners (particularly their procurement functions).
Manage relationships with Cisco Field Sales teams.
Interface with all Cisco departments across the customer "quote to cash" lifecycle.
Responsible for account management and escalation services on behalf of Cisco Sales team, Partners and Customers. Approx. 1-2% of customer services calls need escalation to cope with complex issues.
Supports, Mentors and coaches Direct reports to ensure an excellent service is delivered.
Manages Quality of relationship management delivered through his/her Team to ensure Cisco meet Customer and Partner SLAs.
Provide Customers and Partners with information needed for them to succeed and ensure the efficient ordering support with close collaboration with Partner procurement functions.
Manage delivery expectations against manufacturing and logistics capacity. Deal with ad hoc issues arising (e.g. delivery problems, date of manufacture delays, order to invoice discrepancies etc).
Develop strong relationships with Cisco Field teams, Partners and Customers and will help, guide and coach his/her reports to do likewise.
Build a span of influence across all Cisco customer facing organizations.
Optimizes Cisco Customer and Partner experience across the entire “quote to cash” lifecycle, including: sourcing, manufacturing, supply chain, planning, logistics, insurance, finance, legal, sales, channels and service.
Responsible for project implementation and Customer Operations initiatives execution to drive increased Customer Satisfaction.
Has lead and managed teams (5+) in a customer services environment (essential)
Skilled at project implementation (essential)
Background in DMAIC / 6 Sigma (advantageous)
Understanding of departmental strategic planning and management (essential)
Skilled at budgeting (essential)
Has owned a cost centre or been responsible for a team / department budget (essential)
Knowledge of Business Objects or similar reporting tools (advantageous)
Good level of MS Excel for reporting (essential)
Skilled at delivering business presentations (essential)
Is able to make compelling presentations using MS PowerPoint (essential)
Knowledge of Customer Relationship Management (CRM) systems (advantageous)
Leadership: you have a history of building high performance teams (essential)
Management: as a manager you are results driven but you also focus on your people, showing high levels of empathy and compassion (essential)
Decision-making: you are able to make timely and sound decisions under conditions of uncertainty (essential)
Pressure: you have above average ability to cope with stress (essential)
Delegation: appropriate to a senior level function you know when to delegate and step back versus when to get actively involved and dive in. You give yourself the bandwidth to see the “big picture” (essential)
Influence: you have a track record of and the ability to get things done in a complex, matrixed and/or multinational organisation through using your people skills and / or being an effective subject matter expert (essential)
Focus on the Customer
Relationships: You build solid business partnerships in a collaborative fashion (essential)
Industry or Sector Experience:
Experience in logistics, supply chain, electronics, telecoms, high tech or outsourced call centre sectors (advantageous)
BA/BS degree or equivalent (essential)
Travel / Shifts:
Office hours plus some Saturday working and some evening working at key times
Home working one day per week may be possible in this function (subject to Cisco remote working policies)
Cisco seeks a Customer Operations Relationship Manager/Field Sales Relationship Management to support Customer and Sales teams. The ideal candidate will have a demonstrated ability to build, maintain and expand cross-functional relationships; adapt to changing needs; and develop a deep knowledge of processes, resources and tools across the organization.
Reports to Customer Service Operations Manager in European Markets Theatre
Manage Relationships with Customers aligned with Customer Segmentation service offerings.
Manage Relationships with designated Geo/Segment Sales Teams.
Represent Customer and Sales with cross functional teams – pivotal role
Provides Customer account support in line with customer segmentation offerings
Contributes to Cisco Sales productivity by reducing Account Managers ( AM) administrative workload
Support Customers and Sales from on pre-book to post-booking activities
Develops strong overview and drives Process, Tool and business flow improvements
Identifies Customer and Sales Process, Tools and Training opportunities.
Engages and represents Customers and Sales with cross-functional teams
Attends weekly Sales Commit calls, keep track and obtain early business visibility
Maintains a set of projects and initiatives which require cross functional partnerships
Maintains high levels of Customer and Sales satisfaction levels
Supports Customer and Sales Key performance indicators and metrics improvement initiatives
Excellent English both written and spoken (essential)
Strong verbal and written communication skills (essential)
Excel to intermediate level e.g. trending analysis, reports etc (essential)
Developing and redesigning business processes and presentation skills (advantageous)
Saleforce.com, Oracle Finance and Cisco.com ordering tools (advantageous)
Any other European Languages (advantageous)
Above average interpersonal and relationship skills
High levels of Customer orientation and service excellence
Efficient collaborative skills with internal / external customers and cross functional teams
Ability to prioritize and capacity to work under pressure and tight deadlines
Excellence in problem solving and decision making
A “can do” and positive attitude, proactive engagement and solutions seeking
Team work, ability to share, trust and gain credibility across the board
High levels of Accountability and Ownership
Open to change and work under a constant business change environment