Customer Experience Manager 1428962

Cisco - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

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

Responsibilities

• Drive the successful adoption and utilization of Cisco technologies and services within customer organizations.
• Act 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 the customer to ensure delivery of customer-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.
• Manage financials and make strategic investment decisions to drive software and service adoption.
• Lead cross-functional teams in a matrix organization to deliver projects successfully.
• Develop and maintain strong senior-level relationships with customers.
• Advocate for the customer within Cisco, ensuring their needs are met.

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

• Drive adoption of software and services leading to successful renewal and growth.
• Proactively manage and mitigate renewal risk throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Build and implement Technical Adoption Plans that align with customer goals.
• Lead Customer Value Workshops and QBRs to review adoption progress.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid Time Off (PTO)
• Paid holidays
• Paid volunteer time