Customer Program Manager, US Commercial

The application window is expected to close on May 31, 2025.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The preferred work location for this role is San Jose, CA.

The US Commercial Delivery team is a high volume, strategic team that scales professional services for the US Commercial market. We pride ourselves on being innovators, incubators of new technology and the leaders of services growth for the Americas. Come join our blended family of senior-level experts, along with early-in-career superstars, for an engaging professional services job in a unique, dynamic and fast-moving work environment.

The Customer Program Manager (CPM) is responsible for planning, overseeing, and implementing support and service activities to ensure the successful adoption of Cisco products. This role involves ensuring quality service and operational performance within program and delivery standards and developing strong client relationships to understand their business and product needs. The CPM identifies service requirements, plans service delivery, and proactively reduces client downtime and support costs. They collaborate with sales and support teams to showcase the value of support offerings and find opportunities for business expansion.

Key responsibilities include:

• Leading complex programs with multiple projects, managing dependencies, and ensuring they deliver value to the customer.
• Providing vision, strategy, and governance while aligning with business objectives.
• Tracking program metrics, managing financials, and ensuring profitability.
• Ensuring timely, budget-compliant, and high-quality program delivery.
• Conducting program-level planning, resource management, and customer engagement, while overseeing interdependent projects.
• Serving as a mentor and point of contact for clients, addressing technical delivery issues.
• Identifying additional business opportunities and contributing to presales evaluations, requirements gathering, and renewals.
• Developing risk response strategies and managing program-level risks.
• Leading contract change management processes.
• Managing delivery and commercial aspects with partners and subcontractors.
• Sharing lessons learned and best practices with the program manager community.
• Continuous technical learning of Cisco's products and services.

• BS in Business or technical field with 5+ years of project management and/or service delivery experience in complex projects or portfolio management.
• Proficiency in Agile project management methodologies and experience with JIRA.
• Strong verbal and written communication skills.
• Team orientation - working through sophisticated leadership structures to successfully apply Project Management discipline to accomplish the work.
• PMP (Project Management Professional) certification.

• Experience as senior leader with customer and executive partner skills in issue management and resolution.
• Exposure and/or curiosity about workflow automation and AI for program efficiencies.
• PMI-ACP (PMI Agile Certified Practitioner) certification.
• Skilled at alignment of service activities to customer technical and business priorities and outcomes.
• Solid baseline understanding of Cisco's products and technologies, CCNA certification preferred.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!