Service & support Manager - (ID-Jakarta )

Minimum Education: Associate
Job Type: Full Time
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Cisco seeks an experienced Service and Support Manager (SSM) to be based in Jakarta, Indonesia. In this position, you will be acting as the owner of services and support strategies, playing a key role in ensuring the continued success and growth of vital customer relationships. You will be responsible for ensuring that Cisco provides comprehensive, effective and, as required, customized support services to key strategic accounts. In addition, you will be responsible for improving customer satisfaction by facilitating post-sales support and by leveraging resources to increase product, technology and services absorption into the customer network(s). Critical to this role is the responsibility for developing and maintaining a support model, which incorporates a variety of Cisco services, resources, programs and partnerships for the assigned customer(s).

RESPONSIBILITIES
*Build senior executive strategic relationships within the customer
*Become a trusted customer advisor across policy, process and technology areas
*Act as a proactive change agent driving continuous improvement at the customer, partner (if applicable), and Cisco
*Set and manage realistic customer expectations
*Ensure customer confidence in Cisco
*Understand the customer (mission, organization, policy/process, decision makers)
*Develop and implement a forward-thinking vision for his/her (Cisco and/or customer) team; and align Vision and goals with Cisco's business objectives and customers' Service & Support Plans
*Facilitate successful planning and execution of integrated account plan (product and services)
*Develop, coordinate, and communicate a holistic support model/plan in alignment with customer needs and Cisco Lifecycle Services framework
*Facilitate successful services planning and delivery
*Partner with cross-functional Cisco organizations to ensure comprehensive, coordinated and effective support approaches
*Manage team to focus on prioritized initiatives consistent with longer-term customer and Cisco strategies
*Provide organization, process and productivity improvement recommendations based on intimate customer knowledge, Cisco experience, and strategic customer goals
*Articulate and promote the value of Cisco and of service & support offerings
*Influence customer perception through regular business reviews and continuous value messaging
*Partner with the customer to determine and assess measurable success factors and metrics
*Partner with key customer and Cisco business owners, and stakeholders to create strategy, goals, risk assessments and execution plans
*Contribute to business strategies to help Cisco be successful and capitalize on emerging customer needs

SKILLS AND EXPERIENCE
*Typically requires BS degree or equivalent, in Business, IT, or related discipline,
*10+ years in service provider or telecommunications area with extensive (5+ years) management/leadership experience
*Experience in service provider or enterprise environment a must and strong knowledge of NOC environment with heavy process and operations experience
*A good communicator and problem solver
* Should have senior management experience within a technical organization and should be accustomed to working effectively with customers' senior executive levels