Cisco Customer Experience Manager 

United States, Maryland, Rockville 

175964430

The application window is expected to close on 21/12/2024.However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Travel will be required as needed.

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.

• 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 improve 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 encouraged 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 improvements.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide experienced mentorship to customers.

Minimum Requirements:

• 12 years of experience in the technology industry or client facing role
• Knowledge of at least two technology architectures expressed through a set of customer use-case requirements. Technology architectures include: Security, Enterprise Networking, Cloud Infrastructure & Software (Data Center), Collaboration / Contact Center.
• Experience driving successful customer adoption and delivery of projects.
• Experience leading cross-functional teams in a matrix organization
• Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition.

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).