Customer Program Manager📣 Job Ad

About the Customer Program Manager Role

Cisco is seeking a Customer Program Manager to join its team in Riyadh. This full-time position requires 5-10 years of experience and is integral to the success of Splunk Professional Services (PS) customers. The role involves guiding customers and partners through their Splunk journey, from initial discovery to the implementation of complex solutions, by applying both management and technical expertise.

Role Purpose and Impact

The Customer Program Manager builds customer trust through professional leadership, management, and reporting of complex projects. This position focuses on driving successful customer outcomes by establishing strong relationships with internal and external stakeholders, managing a portfolio of medium to high complexity customer projects, and leveraging established experience in commercial negotiations, project management procedures, consulting, and leading technology implementation projects.

Key Responsibilities

• Lead and manage complex projects from kick-off to successful delivery and close-out, ensuring professional leadership and reporting.
• Develop and maintain project plans, including project P&L, outlining tasks, milestone dates, and resource allocation aligned with statements of work (SOWs).
• Implement and maintain detailed project reporting, covering burn rate, progress against plan, risks, dependencies, and assumptions, and clearly communicate these to key customer stakeholders.
• Assess the impact of customer-specific requirements, such as security and onboarding needs (*, background checks, fingerprints, badging, network access).
• Identify and promote opportunities for Splunk products and services to address additional customer requirements.
• Maintain regular communication with sales teams to understand upcoming opportunities and requirements for PS engagement.
• Collaborate with Sales Engineering to ensure timely PS engagement and influence technical details and content.
• Build customer confidence in project outcomes by utilizing established methodologies, blueprints, templates, Service Offerings, and successful experiences with related solutions.
• Understand solution options at a high level to meet customer requirements and leverage relevant SMEs to define outcomes and set customer expectations.
• Execute the RFP/SOW process effectively in partnership with sales and supporting PS teams.
• Maintain accurate and current reporting, documentation, and system information for precise forecasting of bookings and revenue.
• Actively participate in the remediation of customer problems, advocating for the customer to ensure effective and rapid resolution.

Required Qualifications and Experience

• Bachelor’s degree in technology, marketing, management, or an equivalent field.
• 5-10 years of experience in a relevant role.
• Strong understanding of lifecycle service, professional services, and enterprise software agreements.
• Ability to manage multiple customer personas and tailor communications effectively, both verbally and in writing.
• Demonstrated leadership skills with experience managing teams and driving critical initiatives.
• Proficiency in forecasting, market analysis, and customer satisfaction metrics.
• Proven experience leading the delivery of complex customer projects with cross-functional teams using waterfall and agile project delivery methodologies.
• Familiarity with Professional Services tools such as Professional Services Automation (PSA), CRM, and Project Management tools (*, FinancialForce, Salesforce, Jira).
• Technical competence, capable of translating most customer requirements into proposals with minimal support from consultants/architects.

About Cisco

Cisco is a company focused on revolutionizing how data and infrastructure connect and protect organizations in the AI era and beyond. With 40 years of innovation, Cisco creates solutions that power human and technology collaboration across physical and digital worlds, providing customers with security, visibility, and insights across their digital footprint.

The company fosters an environment where individuals experiment and create meaningful solutions, supported by a worldwide network of experts. Cisco emphasizes teamwork and collaboration to achieve global impact.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role operates within a dynamic organization that plays a key part in customer success.