Client Delivery Operations Analyst job in Cisco, Portugal.

 Client Delivery Operations Analyst - Portugal

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LOCATION: Oeiras, Portugal

AREA OF INTEREST: Customer Experience

JOB TYPE: Professional

TECHNOLOGY INTEREST: AI or Artificial Intelligence, Networking, Security, Service Provider, Software Development

JOB ID: 1412170


Job Description 

As a Client operations Delivery Analyst  you will help develop and leverage “AMRR” enterprise solution in alignment with Customer lifecycle motions. “AMRR” provides a digitised platform experience for Customers visibility and management of all of their Assets in one place, allowing for assigned users to take actions with customers, access reports and data to capture recurring revenue opportunities. Leveraging the full capabilities of “AMRR” will be enabled through a clear strategy and set-up of Smart Accounts. 

You will be pivotal in providing actionable insights across Cisco on customer IB synchronicity, license activation, license consumption, service coverage, subscription term compliance and software feature utilisation. You will use this information to highlight renewal/adoption/compliance opportunities for the Customer Success team. A key responsibility is the outcome of ongoing exposure to customer insights. 


Your responsibilities may include:

• Execute on the entitlement strategy for Services & SW Recurring Offers through baseline definition and data cleansing approach

ATR validation and correctionsOpportunity Management recommendation & best practices (including quote to opportunity linkage)Renewal Reference verification (aligned to the objective of achieving 95%+ organic and hard referenced transactions)ARR Metric post-booking reconciliation and dispute/correction with IT/Finance

• Complete visibility of data & entitlements across Cisco tools and databases for products, Services, and Software

• Engage with account team and provide transparency into the assets & entitlements procured by the Customer, and position the value proposition of asset and entitlement management

• Partnering with our sales team to install Baseline Assessment and reconciliations. Also, synchronize their IB data with Cisco and collector IB data (ensure data integrity), in partnership with internal CPS (Customer Partner Services) Data Operations teams. You will also monitor KPIs including CLI metrics and provide inputs to impact the metrics positively.

You will work directly with Customers, Partners, and Cisco internal Renewal Manager as our partners in a Presales motion to help manage and optimize assets from purchase to renewal, safeguarding and ensuring data accuracy of our customers at all times. This position holds the operational responsibility for the Customer Installed Base lifecycle management improving customers and internal stakeholders experience across Services, Software, and Subscriptions.

Who you are:

You are creative and passionate about implementing innovative solutions that will drive business success and pursue real-world operational problems. You have an eye for the detail as well as for the big picture with a real passion for transforming operations and take pride in exceeding expectations. You work well in grey areas and can drive clarity. You optimise and simplify processes with intent to scale operations and drive solutions, influence decisions backed by facts with a diverse group of cross-functional teams. 


• BA/BS degree with 2 years of business experience; direct contact with Primary stakeholders (Customer, Sales, & Partners)

• A demonstrated track record of managing data across many sources and Asset Management with large data sets

• Strong influencing skills proven ability to influence outside of the organization and across roles and functions

• Ability to apply a project management approach to problem-solving (taking a large, complex problem and breaking it down into components, involve others as needed, drive resolution)

• Attention to detail and ability to execute against tight timelines

• Strong operational and organizational skills

• Excellent communications skills

• Ability to think creatively and be an instrument of change.

• Analytical thinking – ability to interpret and translate data into information and synthesize it for timely and accurate decision-making support to the client

• Collaboration/Interface skills

Why Cisco 

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.


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