Senior Lifecycle Services Operations Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take ownership and consistently enhance the operational framework for managing the client Enterprise Agreement lifecycle.

• Oversee EA processes from onboarding and adoption to QBRs, renewal milestones, and coordination of True Forward / True-up.

• Integrate EA trackers into a single authoritative tracker that includes ownership, milestones, due dates, status, exceptions, and escalation paths.

• Set up review schedules and ensure closed-loop action management; track completion and escalate items that are overdue or blocked.

• Maintain EA management plans specific to clients and document operating procedures, controls, roles, and handoffs.

• Develop EA analytics that encompass license position, usage, utilization, adoption, and exposure related to True Forward / True-up.

• Coordinate sourcing and refreshing of Cisco data while enhancing data quality in collaboration with data, BI, and technology teams.

• Create QBR materials that are client-ready, linking EA position, risks, opportunities, and recommended actions to client value.

• Prepare for and engage in high-touch client QBRs and manage follow-up actions until completion.

• Ensure accurate EA records across trackers, Cisco sources, CRM, and reporting systems; investigate any discrepancies.

• Define specifications for tracker consolidation, data integrations, and workflow automation; oversee design, testing, and adoption.

• Document Cisco EA licensing and operational procedures while creating knowledge-transfer materials.

• Monitor and report on operational metrics, utilizing results to prioritize enhancements.

• Collaborate with Sales, Account Management, Renewals, Solution Architecture, Finance, Cisco, OEMs, and operational resources.

• Assist in EA onboarding, operational readiness, client information management, adoption activities, review preparation, and issue escalation.

• Provide select secondary support for GDTamp-related tasks intersecting with EA data, QBR analytics, lifecycle reporting, or client asset visibility.

• Lead or assist in cross-functional improvements and special projects associated with EA lifecycle operations.

⛳️ Requirements

• Comprehensive understanding of Enterprise Agreements, enterprise software licensing, subscriptions, renewals, client adoption, and lifecycle operations; Cisco EA experience is essential.

• Ability to interpret EA program rules and contract terms, including license usage, over/under positions, renewal milestones, and concepts related to True Forward / True-up.

• Proven experience in developing or interpreting operational analytics, client reporting, and executive-level presentations.

• Familiarity with workflow trackers and operational systems such as Smartsheet, CRM platforms, SAP, Microsoft Teams, Cisco data sources, or similar tools.

• Strong skills in process management, project management, documentation, change management, and continuous improvement.

• Capability to translate business and client needs into process requirements, data definitions, tracker logic, reporting, and automation prerequisites.

• Excellent analytical judgment and attention to detail; proficient in investigating data discrepancies and providing clear explanations of findings.

• Strong written, verbal, and presentation skills, particularly in client-facing QBR support.

• Ability to lead through influence and coordinate across various cross-functional teams.

• Self-motivated, adaptable, organized, and capable of managing multiple priorities.

• Preferred certifications include PMP, ITIL, Lean / Six Sigma, Agile, change management, data management, or similar.

• Cisco certifications or training related to software, Enterprise Agreements, licensing, renewals, or adoption are advantageous.

• A Bachelor’s degree in business, information technology, computer science, operations, or a related field is preferred; equivalent relevant experience may also be considered.

• 7+ years of experience in Enterprise Agreement management, software/subscription lifecycle, technology services operations, renewals, customer success, or a comparable client-facing IT services context.

• Experience in managing cross-functional operational programs or complex customer lifecycle processes from onboarding to adoption, review, and renewal milestones.

• Experience in analyzing enterprise software or license data, developing operational reporting, and translating insights into actionable recommendations.

• Experience in designing or refining trackers, controls, SOPs, workflow automation, or data-quality processes.

• Familiarity with Cisco Enterprise Agreements, True Forward / True-up processes, Cisco data sources, or similar enterprise licensing programs is preferred.

• Proficient in Power BI, Excel, SQL, CRM platforms, Smartsheet, or similar workflow tools, and enterprise data systems like SAP is preferred.

🏝️ Benefits

• Opportunities for career development.

• Access to state-of-the-art technology.

• A collaborative work environment.

• A people-first, inclusive culture.

• Recognition for employee contributions.