Client Operations Delivery Analyst

Job description

Meet the team Cisco's CO Client Operations organization acts as an essential operational backbone that ensures customers, partners, and internal collaborators have the tools, processes, and support needed to complete business strategies effectively. Client Operations is a global organization playing a key role in managing and supporting operational activities related to customer and partner software and services support. The team administers projects and initiatives that implement Cisco’s business strategies and operational processes within Cisco’s most impactful direct customer and partner ecosystems, ensuring smooth execution and enabling collaborators to effectively manage transactions, licensing, entitlements, and other operational services. As the landscape of client operations evolves, the IBA role is at the forefront of digital transformation. You will act as an early adopter and power user of Cisco’s AI-driven ecosystem, demonstrating agentic and generative AI tools to automate routine reconciliation, synthesize complex data sets, and provide predictive insights that drive faster, more accurate renewal outcomes. Responsibilities Manage complex renewal contracts and installed base data across region segments for software and services support, ensuring data integrity, alignment with Cisco's business objectives, global sales campaign initiatives, GTM strategy, buying programs, and customer portfolios. Analyze installed base data to proactively identify risks, address gaps, uncover incremental growth opportunities, and deliver actionable insights. Facilitate scenario planning and budgetary quoting to present compelling, tailored renewal options to customers, influencing decision-making, sales forecasting, and seller compensation. Engage proactively with customers to ensure all renewal achievements are met on time, including customer definition, asset and license reconciliation, renewal risk assessment and mitigation, quoting, booking, error resolution, fix, and consultative support. Collaborate with internal customers related to recurring and incremental revenue opportunities to define customer scope, develop renewal strategies, and establish effective engagement plans. Advise customers on renewal readiness, optimize quoting scenarios, and guide through the end-to-end sales cycle, including booking and entitlement, to ensure timely and accurate contract renewals. Coordinate multi-functionally to identify and resolve root causes of complex roadblocks. Prepare and present insight-based renewal data packages and proposals to internal sellers, highlighting incremental upsell and cross-sell growth opportunities. Build and maintain strong, trusted relationships to accelerate installed base validation, optimize renewal outcomes, and influence key negotiation factors. Coordinate with internal sellers and multi-functional collaborators to define and implement renewal and upsell strategies. Own and complete install base assessment and reconciliation for products, services, and software, including aggregating customer, network, partner, and Cisco views into an agreed-upon installed base baseline. Contribute to operational excellence by supporting continuous improvement initiatives to enhance renewal tools and processes. Perform analysis within the sales lifecycle to verify booking accuracy, identify root causes of discrepancies, and provide summary reports to the Renewal Manager. Use critical thinking skills to comprehend and inform collaborators on potential impacts of tool and process changes to the IBA role. Use repositories, newsletters, and forums to stay up to date on the latest tool, process, organization, and strategy shifts. Perform analysis of recurring revenue, identify issues, and submit corrections., AI-Driven Process Automation: Identify, document, and submit high-impact use cases for AI Automation (e.g., automated data reconciliation, predictive risk flagging) to the AI development teams. Augmented Decision Support: Apply generative AI tools to draft tailored renewal proposals, summarize complex contract history, and generate scenario-based insights for partners. AI Tool Proficiency: Actively participate in the testing and refinement of new AI tools, providing feedback to improve model accuracy and user experience within the renewal lifecycle. Prompt Engineering & Synthesis: Apply advanced prompting techniques to extract actionable intelligence from internal repositories, turning fragmented data into clear, concise advisory narratives for partners. Required Skills and Experience Bachelor’s degree or equivalent experience, with strong analytical, organizational, and problem-solving skills, and the ability to prioritize and deliver measurable results in a fast-paced environment. Strong consultative, communication, and partner management skills, with the ability to influence, collaborate across multi-functional teams, and translate complex information into clear, actionable recommendations for diverse audiences. Experience with data analysis and project management, including working with multiple data sources, maintaining attention to detail, and using Excel or similar tools at an intermediate level or above. Results-oriented approach with the ability to proactively identify issues, manage competing priorities, and drive solutions while maintaining a high level of professionalism. Fluency in English and demonstrated AI literacy, including comfort using AI tools, adapting to AI-enabled workflows, and a passion for technology and continuous learning. Desired Skills and Experience 2+ years of experience in services and/or software support renewals, deal management, quoting, forecasting, or similar customer-facing/advisory roles, preferably within the IT or software industry. Knowledge of Cisco’s business and operational ecosystem, including recurring revenue models, buying programs, partner services lifecycles, renewal processes, and tools such as CCW, EAMP, Salesforce, Tableau, Business Objects, and ThoughtSpot. Experience managing complex operational issues, including customer concerns, root cause analysis, partner communication, case management, and driving process and tool improvements. Strong organizational change skills, with the ability to analyze complex business challenges and develop innovative, effective solutions. Experience bringing to bear generative and agentic AI to improve decision-making, automate data-intensive workflows, synthesize information across multiple data sources, and find opportunities for AI-driven process optimization. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.