Cisco Customer Experience Principal 

United States, Georgia, Atlanta 

254395555

As a CX Principal, you will play important role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership.

• Driving software, services adoption, and value realization, leading to successful renewals and growth through a smooth delivery process that supports the customer to reach their success criteria. Proactively leading renewal risks and using insights to increase customer retention.
• Creating and maintaining 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.

You will orchestrate CX resources to drive adoption. You will also work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and growth.

• Knowledge of two or more technology architectures
• 4 years of delivery experience and a solid grasp of software lifecycle practices
• Experience developing and maintaining strong executive relationships
• 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

We handle whatever difficulties 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).