Business Operations Professional - JP00054923

  • Location
    San Jose, California
  • Job type
  • Salary
  • Category
    Call Center & Customer Service

(Expected in-office on site hours for customer support: 8 AM Pacific to 5 PM PST for Customer Interaction.) 

• Provide Licensing operations support for Cisco’s Security Enterprise License customers. 
• Maintain customer records at a very granular level, interact extensively with the customer, manually cut license keys, maintain and track extensive license and order spreadsheets, and upload to document repository. 
• Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes Internal Coordination. 
• Interact and collaborate with various internal Cisco operational teams, ELA core team and various fulfillment functional teams. 
• Able to execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations. 
• Minimize or eliminate manual steps by understanding current processes and hand-offs, gaps, future needs and designing automated solutions (entitlement tracking, license generation, communication) to improve customer experience and minimize turn-around time . Attention to detail needed. Write scripts to automate process steps to speed up turn around time for licensing requests, etc. 

- Partner Interaction: 
• Ability to validate partners’ Purchase Orders for Security ELA against detailed checklist. 
• Communicate to partner clearly highlighting necessary changes. 
• Submit needed documents as per ELA process for booking and invoicing Sec ELA deals to internal groups. 
• Work closely with Cisco booking agent to book ELA orders on an urgent basis (may involve some weekend/evening follow ups especially during month end and quarter end). 
• Validate Sales order and communicate sales order/invoice information to partners. 
• Follow established processes to determine needed partner information from internal groups for booking purposes, execute channel operational tasks per ELA process as needed, maintain site for latest qualified partner status. 

- Project Management: 
• Accountable to ELA Operations Manager. 
• Project management experience needed with ability to keep track of multiple customers and work-streams at play concurrently. Ability to understand the big picture while paying close attention to the details and completion of tasks in a timely manner in order to meet customer expectations. Ability to understand how individual processes tie in to the overall solution. 

- Business/Data Analysis & Reporting: 
• Be the single source of truth for ELA licensing operations in support of initial market trials for the initiative. 
• Build and generate Cisco, metrics and operational dashboard capabilities on a regular cadence from the ground up. Build and generate quarterly license and value consumption reports for each ELA customer. 
• Ability to slice and dice data in multiple ways as needed Skills required. Strong MS Excel Macro and VB scripting skills needed. 
• Strong customer facing experience and associated skills needed (excellent communication – both written and verbal – formal communication to customers). 
• Extremely detail oriented and proactively driven; Cisco licensing/ SWIFT experience a plus 
• Experienced and sharp project manager with ability to juggle multiple tasks in a cross functional, fast paced environment. 
• Experienced business analyst with excellent spreadsheet and database/tools skill-set. 
• Ability to assess and learn quickly; develop processes and tools per business needs while adapting to rapid changes in environment. 
• Ability to submit detailed license provision sheets for recognizing revenue per Finance and Operations needs. 
• Weekly updates regarding Partner/Customer data: define dashboards, metrics on customers and partners as needed by the licensing program. 
• Frequent Operational/Licensing Metrics Report: Establish frequent reports on licensing operations, customer, and metrics (license volume/order volume/revenue recognition/channel operations) as needed by the licensing program. 
• Periodic license consumption and value report generation for assigned customers. 
• Prepare Business Review reports as needed for assigned customers. 

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Reference number US_EN_99_027950_11852451