Cisco Customer Experience Manager 

Indonesia, Jakarta Special Capital Region 

646229621

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 handle 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.

• 7+ years experience in the technology industry & understanding of financials
• Good understanding of IT/ Infrastructure & Services
• Demonstrated ability to build relationship with customers
• Ability to drive cross functional teams to deliver customer outcomes
• 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 handling 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.

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).