Jonathan Roberson
Raleigh,NC
Summary
Experienced Senior Manager specializing in sales operations and customer experience. Proven track record in devising, implementing, and overseeing initiatives that drive business growth and operational efficiency. Adept at strategic planning, team leadership, and operations management to cultivate a collaborative atmosphere that encourages cross-functional knowledge exchange. Recognized as a seasoned leader who consistently fosters collaborative environments and delivers impactful outcomes.
Overview
21
21
years of professional experience
Work History
Sr. Manager, Regional Delivery Operations
Cisco Systems, Inc.
05.2022 - Current
- Oversaw the execution of 47,000 cases quarterly across all business segments of the Americas
- Reduced case volume by 31% year-over-year
- Lowered case escalation rates by 61% (from 7.2% to 2.8%)
- Led team performance to ensure efficient case closure and drive process improvements
- Built cross-functional relationships and collaborated with vendors to consistently exceed goals.
Sr. Manager, Service Provider Deal Management Americas
Cisco Systems, Inc.
08.2014 - 05.2022
- Worked on project team that created a new Deal Management Office (DMO) to engage the largest and most strategic customers and assist them in executing their critical orders
- Oversaw the order booking management for AT&T, Verizon, Comcast, Amazon, Google, Microsoft, T-Mobile, and many others
- Supported diverse deal types, including critical hardware, complex software, SaaS annuities, flexible consumption models, and cloud-managed services
- Collaborated with global service providers across the US, Canada, and Latin America
- Served as the global quarter-end commit manager, providing insights of booking performance against forecast
- Selected to attend the Mid-Level Managers’ Symposium by The Executive Leadership Council.
Sr. Manager, Service Provider Operations
Cisco Systems, Inc.
03.2005 - 08.2014
- Cultivated relationships with key leaders across functions to drive collaborative solutions for stakeholders
- Led customer-focused Quarterly Operational Reviews to evaluate performance against KPIs
- Managed booking sales commit for Americas Service Providers to ensure achievement of forecast
- Built consensus on automation initiatives to enhance issue resolution and operational efficiency
- Collaborated with teams to create a 'White Glove' support model, for top direct purchase customers.
Group Manager, Virtual Channel Sales
Cisco Systems, Inc.
08.2004 - 03.2005
- Led a team of three first-line managers and 100 individual contributors as a second-line manager
- Developed channel programs for Cisco Resellers in North America, managing quotas, driving incremental sales through reseller education and support
- Designed and implemented multiple sales models, including the ICAM (Inside Channel Account Manager) overlay, ICAM Premier, and ICAM Independent Partner models.
Manager, Customer Partner Experience
Cisco Systems, Inc.
08.2003 - 08.2004
- Provided leadership and direction for 20 Customer Experience Specialist
- Engaged in all aspects of operations: Quote to Cash process
- Drove customer-focused interactions, processes, behaviors and projects that resulted in increased customer and Cisco sales satisfaction.
Education
Bachelor of Arts - Psychology
University of North Carolina At Chapel Hill
Chapel Hill, NCSkills
- Customer Relationship Management
- Customer Service and Engagement
- Channel Development
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Organizational Improvement
- Troubleshooting and problem resolution
- Pipeline Development
- Partnership Development
- Performance Metrics
- Exceptional Team Leadership
Timeline
Sr. Manager, Regional Delivery Operations
Cisco Systems, Inc.
05.2022 - Current
Sr. Manager, Service Provider Deal Management Americas
Cisco Systems, Inc.
08.2014 - 05.2022
Sr. Manager, Service Provider Operations
Cisco Systems, Inc.
03.2005 - 08.2014
Group Manager, Virtual Channel Sales
Cisco Systems, Inc.
08.2004 - 03.2005
Manager, Customer Partner Experience
Cisco Systems, Inc.
08.2003 - 08.2004
Bachelor of Arts - Psychology
University of North Carolina At Chapel Hill
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