Client Operations Delivery Analyst (Korean Language Support)

Responsibilities

• Key Responsibilities & Job Duties
• Provide Asset Management support services, including onboarding new customers and aggregating IB data from different sources for a comprehensive view
• Ensure accurate Installed Base (IB) management by validating customer assets, contracts, and coverage
• Take ownership of customer IB data accuracy and implement action plans for data cleanup and maintenance
• Apply Data analytics skills to deliver actionable business insights using data analytics skills and standard methodologies to customers
• Execute transactional tasks, including MACDs (Move, Add, Change, Delete), serial number checks, and data retrieval from Cisco tools to maintain Installed Base (IB) accuracy
• Drive continuous improvement in IB data management processes
• Collaborate with internal and external teams, including Sales, Customer Experience (CX) teams, and partners, to deliver seamless service
• Generate detailed reports and dashboards using tools like Tableau, Excel, and Power BI to communicate insights effectively
• Lead client calls, participate in Quarterly Business Reviews (QBRs), and conduct on-site visits if required
• Who You'll Work With
• Customers and Partners: Serve as a trusted advisor for Cisco's Asset Management services, directly engaging with clients and their partners.
• Internal Teams: Collaborate closely with Cisco's Customer Experience (CX) teams, Sales/account teams, and other internal stakeholders to ensure alignment and success.
• Multi-Functional Teams: Partner across various groups within Cisco to deliver seamless outcomes and drive critical initiatives.
• Required Qualifications
• Excellent proficiency in Korean Language is required as the role supports Korean-speaking customers and stakeholders. English proficiency is also required for collaboration with regional and global teams
• Bachelor's degree or equivalent
• 4 to 6 years of total experience, with at least 2 to 3 years in asset management or related data analysis experience leveraging AI/ML, in a customer-facing environment
• Good understanding of Cisco's Products, Services and Installed Base management tools and processes
• Advanced proficiency in MS Excel (macros, pivots, formulas, slicing) for data analysis and audits
• Ability to analyse large raw datasets and conduct comprehensive data analysis
• Demonstrated track record in leading client interactions and influencing stakeholders
• Executive level interpersonal skills, assertiveness, and a solid sense of ownership
• Proficiency in data visualization and storytelling to communicate complex insights
• Experience in managing Multi-functional teams and complex customer engagements
• Ability to adopt and develop AI automation tools by understanding business logics .

Requirements

• Knowledge of Cisco's recurring revenue business and lifecycle management strategies
• Data science knowledge and experience, along with familiarity with dashboarding tools
• Why

Additional Information

Meet the Team Join our dedicated team as an Asset Manager, where you will serve as the single point of contact to the customer, partner and internal Cisco teams, including the Sales/account and Customer Experience teams for leading, tracking, reporting and resolving issues with the customers' Cisco IB data. You will be supporting multiple Cisco customers in their effort to manage the lifecycle of HW and SW assets in their networks to mitigate operational and financial risks, optimize Total Cost of Ownership and improve the overall customer experience. This is a high-impact role where the expertise in data analysis, customer engagement, and reporting will directly build the customer experience and provide substantial contribution to Cisco's long-term success and recurring revenue goals. You will play a crucial role in ensuring the IB data is clean, actionable, and renewable; which requires a deeper understanding of the customer's IB than the customers themselves, providing relevant actionable insights, reducing risks, and driving operational excellence. This will be done by closely collaborating with Cisco CX (Customer Experience) teams to deliver clean IB insights and thus delivering a smooth lifecycle management to the end customer.

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