Cisco Customer Experience Manager 

New Zealand, Auckland, Auckland 

843500022

What You'll DoAs 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, develop technical roadmaps and adoption strategies that will enable them. You will be responsible for ensuring we deliver technology outcomes to our customers. 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.

• Building strong relationships with customers and partners to understand their challenges and objectives, and collaborating with Sales, Delivery, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
• Develop and maintain strong 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 that align with customer goals to maximise their technology investments and expand the Cisco portfolio.
• Build holistic implementation plans aligning Delivery, Partners, Architecture, and Customer Success adoption strategy and execution.
• Lead Customer Value Reviews to demonstrate the implementation and adoption progress, and value realised by the customer through use of the technology.
• 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.Who You'll Work WithIn 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

• 7+ years experience in the technology industry & understanding of financials​
• Advanced understanding of IT/ Infrastructure & Software​ lifecycles
• Direct experience in driving continuous software value through use-case driven engagements​ with customers
• Good understanding of financial metrics such as AOV, ARR and subscription revenues.
• Good understanding of IT/ Infrastructure & Services​
• Demonstrated ability to build relationship with customers​
• Ability to drive cross functional teams to deliver customer outcomes​