According to a recent Walker Research article, “By 2020, customer experience will overtake price and product as the key brand differentiator.” Within Cisco’s Contact Center practice, Customer Experience is philosophy, a portfolio, and a team committed to helping customers achieve their business outcomes. This CX focused sales team is looking for an experienced, high-energy Contact Center Specialist to help our clients create world-class experiences for their customers. This team is setting the path as there is an incredible opportunity and journey ahead specifically for the Service Provider (SP) segment (namely U.S. and Canada)
The primary objective of this role is to identify, qualify, and lead engagements within our large to small SP accounts. This “outside-in” sales motion helps our customers transform the way they engage and support their customers across all their engagement touchpoints (digital, agents, AI, self-service, branches, etc.).
This sales specialist represents logical and well-organized arguments, data, and concrete business examples; clearly explains relevant facts; deftly distinguishes their own offerings from competitors’; and presents a well-prepared and convincing case. Solution sales narratives will include premise, cloud, and subscription/perpetual license agreements.
This position may require 50% travel throughout North America.
What You Will Do:
You will identify customer business imperatives through consultative/discovery selling
You define how Cisco's products, services and partners can deliver the customer's business outcome (capability selling vs feature selling)
You establish and proactively maintain customer relationships at the executive / business decision maker level
You develop & present compelling business cases to customers, maintain expert-level knowledge of all elements of the business case, including the drivers of cost, benefit and risk
You collaborate with the Cisco Account Manager to orchestrate Cisco and partner resources through the sales lifecycle, including post-sale reference and customer success.
You provide monthly/quarterly sales forecasting and transparency into sales activity by keeping a current pipeline using Cisco forecasting tools.
You demonstrate his/her engagement experience and subject matter expertise to enhance Cisco's relevance in delivering customer journey solutions (Cisco and partner capabilities)
Who You Are:
5+ year minimum of successful frontline sales of Omnichannel / Contact Center premise, hosted and or pure cloud solutions
Excellent presentation (story telling) and customer interaction skills required
Subject matter expertise on how a software platform or service (i.e. cloud) can assist our customers in transforming the way they deliver customer/agent experiences
Sales forecasting and deal management (end to end)
Inspiring leader (through publication, presentation, and participation in industry organizations/conferences, press, or standards bodies) on how technology can transform Customer/Patient experiences
Strong ability to collaborate with finance, field sales, channels, business unit, customer advocacy and marketing personnel is required
Consultative solutions/business-value problem solving approach to engagements with C-Level and senior executive leaders
Financial acumen necessary to develop and present a comprehensive business case
Strong leadership skills, diverse backgrounds within Cisco and its Partners and deliver elite results
Ability to work across multiple dimensions of building a team, Business, Practice
Sales and/or sales management experience for a technology provider, integrator or enterprise IT delivery organization
Strong communication and listening skills, a thorough approach to complex problem solving, leading to metrics and key performance indicators
Entrepreneurial spirit and a proven ability to be flexible, positive, and creative in a dynamic, fast paced and challenging environment
Ability to listen, establish relationships, gain consensus, rapidly establish credibility with and gain confidence of multiple areas across Cisco, Partners, the extended team and direct reports
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