Travel required – up to 30%

What You'll Do

As a Customer Experience Manager, you will play a crucial role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth. You're the primary CX point-of-contact for customers taking end-to-end ownership. 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.

Your responsibilities will include: Driving software, services adoption, and value realization, leading to successful renewals and growth through a smooth delivery process that supports the customer to meet their success criteria. Proactively leading renewal risks and using insights to increase customer retention. Developing and maintaining strong executive and technical relationships with the customer and also with Cisco partners to understand their challenges and objectives, and advocating for their needs within Cisco. Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions in line with the Financial targets for that customer. Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies. Collaborating with Sales and Services Sales, Customer Success Specialists, Renewals, other Delivery teams and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Who You'll Work With

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 our Partners to drive value realization. You will collaborate with Sales, Renewals, the Solution Development Architect team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

You are a strategic problem solver with a solid background in customer success and technology adoption. You possess good communication and relationship-building skills, enabling you to develop and cultivate partnerships with our customers. You're adept at handling financials and making strategic investment decisions. With expertise in driving software and service adoption, mitigating renewal risks, and improving customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Since our customer is serving a huge base of international customers and manages them through a complex management structure, regular travel is an important part of the role and more importantly the sensitivity of the various cultural & political backgrounds of the customer decision making system.

Minimum qualifications: Knowledge of at least one technology architecture. 3 years of delivery experience and a solid grasp of software lifecycle practices. Experience in developing and cultivating strong relationships with executive level customers. Experience leading virtual multi-functional teams in a matrix organization and the required customer management of such a model Experience with recurring revenue concepts, margin and attrition as well as experience in shaping complex transactional deals that open the door for ground-breaking journeys through a strong partnership of our Customer and Cisco. This role also requires the need to travel regularly to meet customers locally or international

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most exciting of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco