Customer Program Manager

Overview

As the primary driver of end-to-end, strategic customer programs, you orchestrate engagements from initiation to closure, ensuring scope, financial health and quality align with Cisco’s delivery standards. You will leverage AI-enabled approaches to drive continuous improvement, deepen customer partnerships, and enable sustained growth. You collaborate with cross-functional teams and senior stakeholders to deliver high-value transformations for global customers, shaping delivery practices and outcomes.

Responsibilities

• Lead large, cross-functional programs across the full lifecycle with aligned roadmaps and delivery plans
• Maintain rigorous financial governance including budgeting, forecasting, revenue and margin reporting
• Act as trusted advisor to IT and CXO-level stakeholders and manage strategic customer relationships
• Coordinate with internal teams and partners to ensure SOWs, T&Cs, and contractual requirements match delivery plans
• Spearhead innovation and continuous improvement using AI/automation to institutionalize best practices
• Mentor project teams and drive knowledge sharing across engagements

Key requirements

• Bachelor’s degree with 8+ years of relevant experience, or Master’s with 6+ years, or PhD with 3+ years, or equivalent
• Proven experience leading large-scale, global, cross-functional programs in a technology-driven context
• PMP certification
• Strong expertise in financial management (forecasting, P&L, budgeting) and delivery governance
• Experience coordinating with internal and external stakeholders and ensuring governance/compliance
• Experience in contract negotiation, SOW drafting, and vendor/partner management
• Demonstrated use of AI-driven analytics to improve project health and reporting
• Track record of mentoring and influencing organizational norms in a large services business

• Strategic influencing and relationship building
• Cross-functional collaboration
• Mentorship and coaching
• AI-driven analytics
• Forecasting and financial governance tools
• SOW and contract management

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