Cisco Customer Experience Analyst in Hong Kong
Customer Experience Analyst
Location: Hong Kong
Area of Interest Sales - Product
Job Type Professional
Technology Interest *None
Job Id 1210790
o Develop customer segments for tech touch. Lead the analysis and reporting on the digital impact for assigned customers, including customer behavior change, customer health, customer growth, customer renewal rates, and expand leads.
o Manage customer segments and assign account lists to Digital Experience Managers
o Work with the digital experience manager to build, assign and manage quotas
o Define data strategy and provide and analyze data to implement omnichannel journey to reach out customers via email, cisco.com, portal, banner ads, etc,
o Roll up aggregate forecast for commit calls
o Design, execute and interpret data analytics to make recommendations that further increase customer loyalty, improve the customer experience and create measurable business impact.
o Pull data from multiple database sources across different platforms to forecast and analyze sales results and customer behavior, including the following: Incremental Sales, Response rates, Omni Channel Customer Behavior, Health Scores, etc.
o Lead the analysis and reporting on the digital impact for assigned customers, including customer behavior change, customer health, customer growth, customer renewal rates, and expand leads
Who You'll Work With:
The Digital Experience and Analytics (DE&A) organization within Cisco's Global Virtual Sales & Customer Success division plays a leadership role in transforming Cisco to thrive as a digital business in today’s consumption-driven market. The team develops and implements groundbreaking analytics models and intelligent automation to transform Cisco into a data-driven digital organization
With broad-based digital expertise, DE&A is uniquely qualified to address the evolving expectations of today’s connected customers and partners, along with Cisco sellers. Using real-time connected data, machine learning and automation, across monetization models, the team enables Cisco sellers and partners to deliver a powerful, personalized experience—throughout the entire customer lifecycle.
With customer health and retention as the ultimate goal, DE&A is focused on providing customers with an immersive digital experience with Cisco. This in turn drives improvements in recurring revenue, cost savings and sales effectiveness for Cisco and its partners.
By creating the best digital customer experience possible, DE&A transforms and optimizes how Cisco serves its customers.
Who You Are:
o Advanced proficiency in Microsoft Word, Excel, PowerPoint.
o Entrepreneurial; ability to drive forward with goals independently.
o Strong conceptual/analytical/creative thinker, with a drive to take others with you.
o Attention to detail and a desire to provide high quality results.
Attributes of a Successful Candidate:
Self-starter who is passionate about content, digital channels, platform automation, data analytics, ground-breaking technology and driving change. Has a strong sense of ownership, loves turning ambiguity into real outcomes, collaborative across functions and matrixed teams, embraces the belief that leadership happens from all levels.
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.