Technical Program Manager

EVENTS OPERATIONS - BCO REQUIREMENTS

SUPPLIERS TO BE MANAGED:

BCO will manage following supplier: Cvent (includes Jifflenow)

HIGH LEVEL REQUIREMENTS:

Ideally, MRM employee should have supplier management experience and/or program management experience, understanding/interest in data management including ability to work with suppliers and IT on ensuring accurate data flow from source/supplier systems downstream to the tech stack for marketing, reporting and sales usage. Event technology experience is a nice-to-have. Important qualities: Curiosity, solutions-oriented, ability to pivot as priorities change, project and task management.

Supplier Management

*Create and manage product documentation, including supplier engagement models, roadmaps, backlogs.

*Work with supplier to influence their roadmap based on Cisco stakeholder use cases and needs. Evaluate common use cases, prioritize top candidates, scale capabilities and measure ROI.

*Ensure supplier roadmap is updated and shared with stakeholders at least annually

*Ensure Events Operations Sharepoint site is updated with relevant supplier information.

*Manage supplier/Cisco Engagement models - Updating annually

*Manage supplier incidents - track incidents via an excel-based incident report. Work with supplier to resolve issues in accordance with contracted service level agreements (SLAs)

*Manage and maintain supplier/Cisco enhancement backlog and work with supplier to address and refine. Meet with stakeholders at least monthly to review and update.

*Participate in post-event debriefs, provide feedback to supplier and track on backlog.

*Infosec: Ensure supplier's infosec status is up to date. Process recurring and new approvals as needed. Work with supplier and Cisco IT to enable SSO when required.

*Participate in supplier Customer Advisory Boards. In advance of CABs, collect feedback from stakeholders to accurately represent Cisco in the CAB.

*Manage Quarterly or Bi-Annual supplier review calls - Tie calls to supplier SLAs, stakeholder usage and adoption of the platform. Manage meeting setup, including agenda and post meeting summary.

*Manage Voice of the Customer calls between stakeholders and supplier when required by Cisco, including meeting setup, agenda and post meeting summary.

*Document outcomes and work with change management lead to ensure new processes/technology are used correctly and stakeholders are kept abreast of new functionality and offerings.

*Manage Cisco development with supplier - Including Requirements Definition, scoping and supplier development management (for MOPS prioritized projects)

*Develop expertise on assigned products, including maintaining certifications, and continually assess the industry for competing technologies to ensure innovation.

*Provide onsite event support, if needed

*Manage platform access permissions for supplier and supplier-related platforms.

*Document supplier platform training requirements and share with stakeholders as needed

*Conduct supplier comparison analysis when requested by Cisco.

*Managed Jira tickets from Program Teams on Supplier questions

Data Management:

*Work with supplier on API requirements - provide supplier with Cisco-required attributes, map those attributes to the Events Data Store dictionary. Consult with stakeholders, as needed, to define requirements provided to supplier. Stakeholders include SFDC/CDF/VDC owners, SIIA, Global Events, etc.

*Audit source data annually, using audit methodology created with supplier (to ensure collection of correct/required fields) to ensure data is passing correctly to downstream systems.

*Support Events Data Store lead and events solutions leads in validating system configuration (e.g. registration, etc) to ensure data is passing correctly.

*Audit, track and communicate changes in opt-in requirements per managed platforms.

*Understand and be able to articulate the BCO-managed supplier's position and role in the marketing tech stack.

*Create governance and platform-specific guidelines for system data setup to ensure correct data is being captured correctly for downstream usage.

*Collate and organize supplier-related API documentation

*Document APIs between the managed supplier and other suppliers. Manage net new integrations before handing off to solutions teams.

Budget Management:

*Track supplier license and development costs - Work with stakeholders to identify requirements and provide events operations lead with updates/changes for tracking on the master spreadsheet.

*If cross-charges are required, collect approvals and provide to business operations lead according to the cross charge submission schedule.

*Coordinate and submit supplier SOWs to the business operations lead and events operations lead. Track SOW milestone for completion and notify the events operations lead. Save SOWs in SOW tracking folders for documentation.

*Create slides for budget approval meetings. Work with stakeholders to capture KPIs for tracking platform value and impact.

*Document supplier pricing sheets.

*Track license usage and ensure licenses are replenished on time, as needed.