Job Description
Application window is expected to close on 2/25/2025
Ideal candidate will work onsite/hybrid in St. Louis or Kansas City.
What You'll Do
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. 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.
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 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.
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.
Our Minimum Qualifications for this Role
12 years of related experience
Knowledge of at least two technology architectures
Experience driving successful customer adoption and delivery of projects.
Experience developing and maintaining strong executive relationships
Experience leading cross-functional teams in a matrix organization
Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition.
Our Preferred Qualifications for this Role
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 execution
Lead 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.
Why Cisco #WeAreCisco, where individuality and teamwork drive us to power an inclusive future. Embracing digital transformation, we innovate beyond hardware into software and security, creating intuitive networks that adapt and protect. Our culture fosters innovation, creativity, and learning from failures. We give our best, take accountability, and embrace diversity and equality. Whether you have colorful hair, tattoos, or a passion for technology and world-changing ideas, be yourself with us!
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Ideal candidate will work onsite/hybrid in St. Louis or Kansas City.
What You'll Do
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. 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.
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 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.
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.
Our Minimum Qualifications for this Role
12 years of related experience
Knowledge of at least two technology architectures
Experience driving successful customer adoption and delivery of projects.
Experience developing and maintaining strong executive relationships
Experience leading cross-functional teams in a matrix organization
Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition.
Our Preferred Qualifications for this Role
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 execution
Lead 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.
Why Cisco #WeAreCisco, where individuality and teamwork drive us to power an inclusive future. Embracing digital transformation, we innovate beyond hardware into software and security, creating intuitive networks that adapt and protect. Our culture fosters innovation, creativity, and learning from failures. We give our best, take accountability, and embrace diversity and equality. Whether you have colorful hair, tattoos, or a passion for technology and world-changing ideas, be yourself with us!
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Key skill Required
- CSS
- Architecture
- Budgeting
- Sales
- Accountability
- Affirmative Action
- Communication
- Competitive Landscape
- Creativity
- Customer Experience
- Customer Retention
- Customer Success
- Dedication
- Development
- Digital Transformation
- Inclusive
- Influence
- Innovation
- Intuitive
- Investment Decisions
- Learning
- Onboarding
- Orientation
- Ownership
- Partnership
- Passion For Technology
- Product Development
- Proven Track Record
- Realization
- Security
- Strategy
- Teamwork
- Technology Adoption
- Value Realization
