Customer Project Manager

4 weeks ago

Philadelphia, United States Cisco Systems Full time

**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.
- 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.

**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

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