The application window is expected to close on: 12/23/24.
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
The preferred work location for this role is New York, New York.
Meet the Team
As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.
Your Impact
You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.
Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.Develop and maintain strong executive and technical influence with customers and understanding their business challenges and objectives.Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.Accountable for financials including services revenue and margin and making needed strategic financial decisions. Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximize their technology investments and promote the full use of our technologies.Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and executionLead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals.Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and enhancements.Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.
Who You Are
You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.
Minimum Qualification
8 years of related experienceKnowledge of at least one technology architectureExperience driving successful customer adoption and delivery of projects.Experience developing and maintaining strong senior level relationshipsExperience with budgeting and knowledge of recurring revenue concepts.Preferred Qualification
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