APJC - CX Enablement Specialist
Job Description
What You’ll Do
Roles & responsibilities, written in an aspirational way. Keep it short.
CX Enablement transforms the knowledge of stakeholders and SMEs into compelling learning experiences for CX employees, Sales and Channel Partners across the globe to drive role-specific, technology architecture, and CX portfolio and lifecycle motion. This is all done in partnership with CX Product Management and Role Communities.
We build strong partnerships across CX and Sales to align to our Global, Regional, and Theater CX priorities and initiatives. We deliver role-based training, education, and enablement through digital, virtual, and live channels mainly focusing around CX Success Portfolio & Transformation.
The CX Enablement Specialist is responsible for:
Have a good understanding of Cisco Business models, CX Success Portfolio, as this role will be responsible to enable the CX, Sales and partner teams around the CX portfolio through Digital, Virtual and Live events.
Enabling the workforce to power business growth and align with the CX Strategy
Strong Stakeholder interlocks with CX Regions & Centers, APJC SE Org & Sales teams
Develop annual and quarterly enablement plans for all CX & Sales roles & conduct regular QBRs to review performance with theater stakeholders
Provides the training, content, processes, practices and tools needed to support CX, Sales & Partner teams throughout the customer’s lifecycle journey. Good understanding of Customer Success motion.
Map Cisco’s CX & Sales process with the customer lifecycle process to understand and enhance what skills, knowledge, process and tools are required by our CX & Sales teams to increase velocity and conversion rates at each stage in those processes
Conduct an analysis of current skills & future requirements to create customized enablement plans for the APJC region, theatre, market segments.
Who You’ll Work With
Describe the team, work the team does and any unique characteristics of the team or individuals on the team.
Be creative and fun!
Customer Experience (CX) is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.
The CX Enablement team is a centralized Services, Sales, Customer and Partner facing team with a focus on accelerating Support Services & Professional Services success in APJ&GC. We champion the value of CX in everything we do.
Who You Are
Minimum requirements and Desired skills.Write in a personalized way.
Per OFCCP,we must clearly list minimum requirements.
The APJC CX Enablement specialist for APJC will be responsible driving CX business across the region by collaborating and engaging with teams across the Sales, Partner and CX functions including Delivery leaders and their teams, Product, Partner and Services Sales. In the context of CX, the enablement specialist would support the CX GTM strategy, through the execution of the Theatre plans. They will be responsible for defining and ensuring the execution of enablement plans for the Sales and Partner teams, and provides subject matter expertise in the most complex situations.
Reporting to the APJC CX Enablement Lead, he/she will be accountable for building an enablement strategy to maximize profitable growth of the CX portfolio.
Requirements:
You will be familiar with Cisco products and strong understanding of Customer Experience (Cisco Services)
Minimum 10 years of experience building communities and growing/delivering learning programs at scale that empower sales and drive revenue. Experience in creating and implementing successful sales & delivery process / methodology / sales playbook initiatives
The successful candidate will drive CX growth by enabling the portfolio and delivering a compelling value proposition that addresses customer needs. It requires experience on what enables top line growth and what drives profitable gross margins.
Supported by the CX Global enablement teams, they will provide content, roadmap and ensure the right audience are enabled with right knowledge, in collaboration with and reporting to the CX Leadership team and Theatre leads.
Strong program management skills
Familiarity of learning programs available in the IT industry across different IT vendors (Microsoft, AWS, etc)
Demonstrated ability to use data & metrics to drive & build sales pipeline. Ability to create and track metrics which demonstrate constant increases in learner’s productivity
Change Management capabilities to drive significant changes to accelerate uptake of offers in the region
Demonstrated ability to influence at all levels in an organization
Strong communicator who is used to achieving results in a highly matrixed organization
Assertive, positive and can-do attitude. Ability to break down complex problems in a simplified way. Creative thinking and ability to innovate. Understand innovative learning trends in the market and be able to implement in Cisco.
Why Cisco
Do not change.Cisco Branding and Talent Brand approved.
WE ARE CISCO
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.
