Guys what have you all heard about CSE CSS SPM and TAC? Are any of these groups affected?
15 replies (most recent on top)
Bangalore is closing, the work is going to the Phllipines
“What about other locations APJC and EMEA? Is any real impact getting felt there”
Maybe we have a good CSE in our account, or some of the responses are from individuals who haven't worked with a CSE, but our delivery manager and CSE function very differently. In our account, the CSE handles anything customer-service related, and a ton of his time is spent on issues with licensing, as Cisco has made licensing way more complex than it needs to be and there's always some fire around licensing burning in the background. Our CSE is also managing the touchpoints with the client ( like the bi-weekly cadences. They build the agenda, drive the meeting, and handle any follow-ups and action items). Our CSE also tends to work closely with the partner that we re-sell technical support through. We didn't have delivery for a while in the account; we lost AS because the client had a bunch of issues with some of the NCEs, there was a lot of churn, etc and we leaned heavily on the CSE and CSS team to fill some of the gaps for awhile. Outside of this, our CSE maintains a charter for all of the products that the customer purchased, the adoption plan, upsell opportunities, etc. and orchestrates all of the accelerators with the CSS team. Now that we have AS back, on the delivery side, our SDE manages resources that help with design/config, while the CSE continues to manage the resources for adoption (training, health checks, etc). Both of the roles are currently functioning extremely well in my account, but maybe I just got very lucky with both my CSE and Delivery Exec. Sounds like other sales teams didn't get as lucky, hence, that's probably where the confusion on roles/responsibilities lie.
One of the regions already consolidated the delivery leader and CSE role and it’s worked out great, saved money and reduced confusion. Let’s be honest, the CSE’s aren’t driving adoption. That’s a myth. The processes designed for adoption are technical and complex. There was training recently that I would call networking 101. In the cases where there is a strong individual in role, they manage delivery, contracts and relationships. There are many in that role just collecting a paycheck. If hardware sales are down, sw and services attach is down. Where is all the promised success we heard about when CSE’s showed up!
I am in EMEA sales and I can say CX needs to send more technical people for customers and less of CSE, SPM, Delivery manager, project manager, Customer success manager so some consolidation needs to happen. Mostly on big accounts they should get rid of delivery managers as CSE is already there and working with project manager can get the job done on delivery side but it will be a lot more political in CX as always how they will decide who will leave and who will stay. CX is bloated only because of lot of politics from theater leaders.
The CSE and Delivery Manager roles are wildly different. CSE's drive adoption, Delivery Leaders manage engineering resources and PIDs. If anything, I think that there will be consolidation on the CSM (customer success manager roles) that cover specific product lines (and the same for the SPM role at AppD). Given what just happened at AppD to the sales organization, I'm sure that CX will follow as AppD and Splunk merge. It's the same scenario for Meraki-as Meraki folds into EN, I'm sure there will be redundancies on the CSM side (as well as XDR and some of the other technologies). The other consideration is the fact that not all customers have AS and they use partner services (meaning they wouldn't have a delivery leader)-so-I can't imagine merging the CSE and Delivery Leader roles.
There is already some work started to merge CSE and service Delivery manager so half of these folks will be redundant very soon and that is where most of the CX layoffs will come from. SPM is still not clear where they will go and what they will do. Liz kind of likes the CSS role so still continue to invest in technical people who are driving adoption from her closing session in GSX. Regarding TAC lot of people will be moved to low cost centers so US and Europe TAC is under pressure.
All are safe. Guaranteez.
just the ones with a single customer that have second jobs
Yes, all of them, maybe, but you for sure. Based on your poorly written question and cluelessly categorizing everyone together, you're a director or higher.
Most sr managers and directors are counting their days. Easily 85% will be cut once they finish award program and complete bonuses payout.
CX will definitely be impacted. One of the most bloated orgs in all of Cisco, and most of them don’t play any meaningful role in bringing in revenue
September 16th, Jan.
Not official word yet but definitely some TAC engineers in RTP/RCDN are affected
Another CX knowing they can't hide anymore