Cisco Customer Success Manager GES West 

United States, California, San Jose 

273226218

As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will include:

• Acting as a technology advocate, providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.
• Driving software utilization and value realization, leading to customer renewals and business growth.
• Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
• Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
• Advocating for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Build and implement Technical Adoption Plans in partnership with Customer Success Specialists (CSS) that align with customer goals to maximize their technology investments and promote the full use of our technologies.
• Staying up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers

• 8 years of related experience
• Knowledge of, and applied experience with at least one technology architecture
• CCNP or equivalent hands-on experience in one or more of the following technology architectures: Enterprise Networking, Security, Data Center.
• Experience developing software adoption plans across technology portfolios
• Experience driving software adoption with customer executives and technical leaders
• Experience leading cross-functional teams in a matrix organization
• Financial, Renewal, and/or adoption forecasting experience

• Experience as a technology advocate
• Proven ability to offer expert guidance to customers, helping them achieve business and technical goals
• Experience driving software utilization and value realization
• Customer renewals
• Proficiency in proactively managing renewal risks, demonstrating insights to increase customer retention.
• Strong relationship-building skills
• Experience collaborating with teams to drive value and business outcomes.
• Advocacy skills
• Experience building and implementing Technical Adoption Plans