Customer Experience Manager 1428957

Cisco - Minneapolis, MN

Full-time - Senior

Minneapolis, MN

Computer and Electronic Product Manufacturing

About the position

As a Customer Experience Manager at Cisco, you will be instrumental in driving the adoption and effective use of Cisco technologies and services within customer organizations. This role involves taking ownership of customer relationships, understanding their business and technical objectives, and developing strategies to ensure successful outcomes. You will collaborate with various teams to enhance customer value realization and contribute to business growth.

Responsibilities

• Drive the successful adoption and utilization of Cisco technologies and services within customer organizations.
• Serve as the primary CX point-of-contact for customers, taking end-to-end ownership of their experience.
• Understand customer business and technical objectives and develop strategies to enable them.
• Engage with executives and technical partners within customer organizations to ensure aligned outcomes.
• Partner with Customer Technical and Operational Leaders and Executives to orchestrate CX resources across various teams.
• Collaborate with Sales, Renewals, and other teams to assist in driving ARR and services growth.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive expected outcomes from Cisco products.
• Build and implement Technical Adoption Plans that align with customer goals to maximize technology investments.
• Act as a Technology Evangelist between customers and Cisco's product teams, providing feedback for product development.

Requirements

• 8 years of related experience in customer success and technology adoption.
• Knowledge of at least one technology architecture.
• Experience driving successful customer adoption and delivery of projects.
• Experience developing and maintaining strong senior-level relationships.
• Experience leading cross-functional teams in a matrix organization.
• Experience with budgeting and knowledge of recurring revenue concepts.

Nice-to-haves

• Proactively manage and mitigate renewal risk throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Advocate for the customer within Cisco to ensure their needs are met.
• Accountable for financials including services revenue and margin.
• Stay up-to-date with the latest Cisco technologies and industry trends.

Benefits

• Inclusive work culture that embraces diversity and equality.
• Opportunities for professional development and learning.
• Support for innovation and creativity in the workplace.