Cisco Senior Director Customer Experience 

India, Karnataka, Bengaluru 

870049518

What You’ll Do

• Sets strategy and direction that anticipates the needs of our customers and their technology needs;
• Ensures a clear Strategy across all Software Adoption and Growth needs
• Owns the Customer from a Customer Experience perspective which includes Solution Design, Delivery, Software Adoption, Customer Lifecycle, Renewals and overall Customer satisfaction
• Understanding of Cisco Software and the value it provides to the Customer
• Accountable for customer outcomes across entire lifecycle of Plan/Design/Manage, driving software adoption and value creation including Renewals
• Single point of ownership and accountability for the customer lifecycle, Software adoption, Experience & Outcome.
• Ensures operational excellence in service delivery execution to assure customer objectives and outcomes with a deep focus on software adoption and unlocking the value
• Shape multi-year services strategy, in conjunction with sales leadership with a deep focus across all software adoption and growth needs
• Influences customer decision making via thought leadership on technology drivers for their business
• Manage customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, software adoption and growth, drive productivity and manage projects successfully while meeting revenue and cost budgets
• Enable services revenue growth through sales pursuits, aligned to account plan and software led business growth
• Influence and challenge the customer's thinking to develop better solutions to business and IT objectives with a deep focus on use cases, software adoption, operation transformation and outcomes
• Establish and maintain CxO relationships - directly influence CIO/CTO
• Build and manage global direct and matrix teams for customer execution, software adoption and value creation
• Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc.
• Innovate around software adoption & excellence, use cases, delivery excellence, engagement models, business management and customer intimacy
• Demonstrate improvement in driving customer outcome and technology/software adoption and & be seen as a go to resource in helping shape portfolio and technology direction.

The successful applicant will have extensive experience in driving software solutions and value creation within the high-tech sector with a strong track record of having worked at executive level managing significant P&Ls within a multinational environment. Strong revenue generating performance in a regional senior sales executive role, with experience in selling B2B / enterprise technology & Software Lifecycle across multiple geographies in India to both public and private sector clients.

“Next generation” collaborative leadership experience in high-performance, entrepreneurial, and/or dynamic, growing businesses, such as mid-size entities or consulting companies.

• Proven experience in driving software solutions and value creation
• Deep understanding of software solutions including lifecycle of software adoption, from solution design and delivery to customer lifecycle management and renewals
• Ability to innovate around software solution growth and delivery excellence
• Experience in enabling services revenue growth through software-led initiatives
• Relevant vertical knowledge and expertise around technology and market trends – aligned to customer business objectives and challenges
• Ability to engage subject matter expertise as appropriate
• Deep domain expertise in 1-2 areas
• Successfully navigate Customer landscape to drive mutual success - understand and manage political realities to achieve goals
• Expertise of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
• Executive engagement – communication, presence and skills
• Financial Acumen – understand finance and P&L process and standards
• 12-15 years relevant industry related experience (e.g. IT domain expertise)
• Knowledge of Cisco Architectures an advantage

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).