About the role:
The Client Operations Delivery Analyst runs, supports, or enables commercial transactions for Cisco’s customers, partners, or internal stakeholders. He/She specializes in one or more areas of the end-to-end commerce process. The Client Operations Manager drives efficiency in operational processes with a focus on removing friction for stakeholders, improving productivity and ensuring positive customer experience and maintaining data quality. Ensure that Cisco’s customers’, partners’ and internal stakeholders' transactions are executed seamlessly, with a constant focus on customer experience. Identify patterns in data, draw insights and make recommendations to fix issues, and optimize processes in order to avoid future issues and maintain data quality. Identify problems that impact ability to deliver, ability to achieve margins, or are areas of inconsistency in the business. Develop recommendations for new business processes and adaption of business tools in support of changes. Work with stakeholders to enable them to more smoothly perform transactions and conduct business with Cisco. Leads the engagement with strategic vendors and drives their performance management.
Role Overview:
The Client Operations Delivery Analyst serves as a trusted advisor guiding internal and external stakeholders through the complete renewals process by leveraging data analytics to refine customer definitions, handle install base assessments, and ensure accurate, actionable commercial insights and operational efficiency. Drives Annual Recurring Revenue transformation and operational perfection by accelerating penetration of Cisco Buying Programs, supporting in the identification and execution of strategic upsell and cross-sell initiatives and continuously improving processes through AI-driven automation and data-informed decision-making.
Role Specific Responsibilities:
Act as a trusted advisor to customers, guiding and supporting them through an end-to-end renewals cycle, including customer definition, asset and license reconciliation, pricing, ordering process and asset entitlement.
Ensure a clean and well-structured customer scope and hierarchy to enable comprehensive and accurate customer definitions for enhanced sales targeting and operational efficiency, by leveraging AI and data analytics to refine customer definitions and maintain data integrity.
Own and execute install base assessment and reconciliation for products, services, and software by aggregating customer, network, partner, and Cisco data into an agreed-upon baseline.
Contribute to Annual Recurring Revenue (ARR) transformation by accelerating migration to Cisco Buying Programs, expanding renewal practices through upsell and cross-sell campaigns, and scaling the EA-EA renewal practice.
Prepare and present insight-based renewal data packages and proposals to internal sellers, that translate data into actionable insights and highlight incremental upsell and cross-sell growth opportunities.
Create scenario planning and price comparison models to support commercial strategic decision-making.
Commit management support by engaging proactively with stakeholders and cross-functional teams to secure all renewal milestones are met on time. Ensure operational readiness, risk assessment and mitigation, to improve forecast reliability and effective business decisions.
Proactively contribute to problem backlog management. Identify issue root causes and collaborate cross-functionally to optimize Commerce operations and recommend scalable enhancements to systems and processes for a seamless stakeholder experience.
Integrate AI-driven decision support, predictive analysis and intelligent process automation, to drive continuous improvement of processes and tools, innovation and scale operational excellence.
Specific Skills:
Data storytelling ability. To effectively communicate insights derived from a dataset, by combining data, narrative, and visualizations into a compelling story that makes the data more understandable and actionable.
Experience in advisory roles, effectively influencing and guiding stakeholders toward impactful decisions, by translating complex concepts into clear, decision-oriented guidance and recommendations for diverse audiences.
Ability to work cross-functionally to achieve outcomes within planned timelines and resolve complex roadblocks.
Detail-oriented with strong organizational, problem-solving, and critical thinking capabilities. Experience in Project Management, certification being a plus.
Ability to drive innovation and automation to scale operations and increase deal velocity through workflow standardization. Experience utilizing agentic and generative AI tools for enhanced decision-making, issue resolution, autonomous task execution, and workflow automation.
Experience in recurring revenue models, preferably within the IT industry.
Cultivate a Curious and Flexible Mindset. Stay open to new ideas, focus on possibilities, gather information, and ask questions. Committed to continuous learning by actively seeking out knowledge, skills, and opportunities for growth.
Intermediate proficiency in Microsoft Office tools and Salesforce. Experience operating data visualization solutions, such as Sigma Solutions.
General Skills:
Language Requirement: Korean language proficiency is required as the role supports Korean-speaking customers and stakeholders. English proficiency is also required for collaboration with regional and global teams.
University degree or equivalent experience required.
Experience in recurring revenue models, preferably within the IT industry.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.