Cisco Global Virtual Engineering (GVE) Organization
Company: Cisco Systems, Inc., San Jose, CA
Company Description: Cisco Systems is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. At Cisco, customers come first, and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Virtual Technology Sales Enablement and Pre-sales Team of the Year
Nomination Title: Cisco Global Virtual Engineering (GVE) Organization
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
SUMMARY OF ACHIEVEMENTS:
-GVE pre-sales support case volume increased 8% YoY in 2017
-GVE services drove 721,800hrs of incremental productivity (26% higher YoY), 12% annual increase in #users (12,400 new users), customer satisfactionscore of 4.8/5.0, and Net Promoter Score of 93
-Creation of Global Customer Success Engineering team, supporting Customer Success Managers globally
-Expansion of RFP Tool to include all Cisco partners
Cisco Global Virtual Engineering (GVE) is the technical sales enablement arm of the Global Virtual Sales & Customer Success Organization. Working as an extension of account teams, GVE drives business acceleration, expands opportunities, increases technical expertise, and provides scalability. These initiatives allow Cisco sales teams and partners to be more engaged and strategic in every opportunity, leading to increased sales.
Our success comes from our focus on our people, our next generation enablement model, and our innovative talent strategy.
GVE employs more than 750 people in 42 countries, supporting 27 languages. Our organization displays a disproportionately high level of gender diversity and represents more than 25 nationalities. GVE takes a “think global, act local” approach to leadership and processes. To scale an organization of this size and impact, we strive to maintain consistency in service offering and delivery, while adjusting to meet cultural requirements around the world. Our goal is to motivate, foster, and learn from the unique perspectives of our global team.
GVE senior leadership, led by Senior Director Nick Ewing, has built a solid team focused on inclusion, innovation, and continuous learning. With the implementation of seven Strategic Promises, GVE has outlined a core set of priorities that reach every level of the organization and encapsulate well-communicated organization initiatives, encompassing everything from increasing automation to promoting diversity. GVE leadership fosters a culture of trust and communication, and employee feedback and peer recognition are encouraged.
GVE’s Global Inclusion and Collaboration Program drives awareness about the importance of valuing and embracing diversity in every aspect of our business. Our Workforce Planning Initiative brings together all our essential resources to produce a progressive, long-term, sustainable workforce.
NEXT GENERATION ENABLEMENT
GVE operates a globally consistent pre-sales support structure that offers the right virtual engineering resource on the right opportunity at the right time, anywhere in the world.
GVE constantly seeks to expand and integrate new and existing solutions, by leveraging leading-edge collaboration and communications products to ensure richer customer and partner experiences throughout each engagement. The integration of Cisco Jabber (Instant Messaging), Salesforce.com Live Agent offering “click to chat” services worldwide, and Social Selling allow customers to connect, stay informed, and build rapport with the team.
Formed in 2017, Global Customer Success Engineering (GCSE) is the arm of GVE directly supporting Customer Success Managers globally for all routes to engagement (high-touch, virtual, digital, and partner). GCSE partners with the Customer Success community as primary point of contact for technical expertise, thus allowing Customer Success Managers to remain focused on adoption conversations and building relationships, without the need to stay current on the rapidly changing landscape of Cisco technologies.
In 2017, GVE expanded service offerings to include Adoption Services. GVE’s RFP Tool is a content optimization program that allows GVE to capture and reuse content, bringing self-service solutions and automation to sales teams and partners worldwide. In 2017, we expanded the tool to reach all Cisco partners, increasing their self-sufficiency and cost-savings.
INNOVATIVE TALENT STRATEGY
GVE is the next generation talent development engine for Cisco’s field sales engineering organization. Annually, GVE hires, trains and places approximately 100 university graduate engineers into field sales career roles globally.
GVE talent strategy focuses on hiring both early in career and seasoned professionals, and we balance virtual learning with on-the-job experience. State-of-the-art classrooms located at CSAP training hubs leverage Cisco technologies to deliver business, sales, and technical curriculum to our employees. Experienced GVE team members mentor and coach virtual engineers using direct interaction with customers and partners.