This is a 1 year contractor position
The Customer Operations Graduate will provide support to the EMEA Services organization across a range of activities. This is a key role providing subject matter support on all elements of service pricing and bid response. In the main this position will involve the creation of service quotations with associated scope definitions and developing comprehensive solution responses to customer RFx’s - including but not restricted to services product positioning, general sales strategy, pricing and comprehensive deal margin analysis, comparative pricing analysis and contract term negotiation & closure.
The role will also support quotation compliance & governance with close alignment with commercial and delivery teams.
PRIMARY DUTIES AND RESPONSIBILITIES:
Manage services deal development process supporting Ciena’s service sales effort.
Develop comprehensive and competitive service solutions while delivering best in class gross margins in line with market expectations.
Ensure on time & accurate service pricing quotations covering end to end service offerings.
Attend customer meetings/calls as appropriate to refine scope and present proposals.
Ensure detailed scope is produced for every quotation, working with other department leads as required.
Consolidate and input service quotations into SharePoint repository ensuring data are accurate at all times.
Create service solution responses to customer RFx’s: including but not restricted to Service sales strategy, Service product positioning, Comprehensive price & margin analysis, Compliance & Governance and customer engagement.
Support Service organization on contract negotiation and closure.
Develop and manage service bid library.
Identify and drive continuous improvement opportunities. Ensure service tools and process focus, establishing EMEA requirements across peer groups while driving commonality in global processes.
Input & develop metric scorecard. Drive actions to ensure operational metrics and SLAs are achieved to agreed levels. Present on regular basis.
Support strategic programs/projects as required (MPBP, CPQ etc.)
Provide subject matter expertise as required for service elements
Ensure compliance & governance process is followed. Close alignment with commercial, delivery and partner management teams.
Work with Services leadership to exceed Quarterly and Annual services sales targets.
Perform other duties as assigned.
Required Skills
Education and experience
Graduate in a business discipline.
A HND or equivalent qualification will be acceptable if supplemented with additional years’ experience.
Computer Literate
Strong presentation and negotiations skills
Ability to identify and lead continuous improvement projects.
Required Experience
Strong business acumen and analytical skills: Ability to think “outside the box”.
Strong communication skills: written and in formal presentations.
Awareness of commercial contract terms and there applicability.
Demonstrated sense of quick and good judgment, with sensitivity to customer demands.
Proven ability to work with and lead team efforts.
Demonstrated skills in desktop applications such as Excel, Power Point etc.
Familiarity with the operation of commercial software systems like Oracle and Siebel.
Negotiation skills
Team player, organized, self-motivated, and capable of independent work.
Multitasking: able to manage many aspects of the account(s) simultaneously.
Good customer interface skills and ability to work with many levels of customer operations including senior management.
History of working in a matrix management environment
Self-starter, capable of “owning” areas of responsibility and involving senior management for necessary issues.
Demonstrated ability to work under tight schedules and under pressure.
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