What You'll Do
This role offers a fantastic opportunity to get a deep understanding of the Goal to Commission (G2C) process at Cisco. In addition to the G2C knowledge and cross functional networks you will develop while performing this role, by resolving cases in a timely manner you will allow Cisco Sellers to focus on selling to grow Cisco's business.
We need a Business Analyst to provide 2nd-Tier support for Cisco Sellers and business partners globally who raise a commission case.
Understand, replicate, validate, and resolve customer service requests from Cisco Sellers and business partners (e.g. Operations and Finance)
Advocate for Cisco Sellers by explaining the issue to business partners to gain their support for required fixes when appropriate
Document and track case history, case status and solutions
Communicate with case owners (Cisco Sellers or Operations / Finance) regularly via phone, emails and online support tools about case status and solutions
Contribute to ongoing knowledge documentation on a regular basis.
Who You'll Work With
When you work with us, you’ll be part of a highly empowered collaborative team who's passionate about ensuring that Cisco sellers receive "Accurate, Predictable & Timely Sales Incentives".
To help achieve this you will work with cross functional teams including IT, Finance, HR, Sales and other teams in Operations to resolve issues that are impacting commission.
Who You Are
You are a curious critical thinker who is motivated by investigating and resolving complex issues.
Analytical Skills : Ability to manipulate and draw conclusions from large amounts of data. Ability to take knowledge gained in one case and apply it in a different situation.
Independence : You must be able to work independently and in a group setting. Though part of a larger team who can consult on cases, you will be expected to perform 95% of their work without assistance or supervision.
Communication Skills : Excellent verbal and written English communications skills. You must be able to translate your findings so that complex issues can be easily understood.
Customer Service : You must be comfortable managing Cisco Seller's expectations and communicating both positive and negative outcomes clearly, respectfully and in a timely manner.
Reconciliation : You must be an intermediate to advanced user of Microsoft Excel. You will use pivot tables and vlookups on a daily basis, and other formulas as-
needed. You must be able to use Excel data as evidence of your findings.
Critical Thinking : You will need to look at the numbers, trends, and data and come to new conclusions based on the findings and make recommendations when appropriate.
Math Skills : You should be very proficient and very comfortable with algebra, percentages, and mathematical formulas.
At a minimum we expect you to have a Bachelor degree plus 6-8 years of analytical / customer service / operations experience
Desired Additional Experience
Experience with sales incentive compensation administration
Oracle Incentive Compensation
Experience with a case management system (Remedy, Salesforce, etc.)
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco