Customer Experience Manager- 1428972

Cisco - Woodbridge Township, NJ

Full-time - Senior

Woodbridge Township, NJ

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 the customer experience, understanding their business and technical objectives, and developing strategies to ensure successful outcomes. You will engage with both executives and technical partners, advocate for customer needs, and manage financial aspects related to services revenue and margin.

Responsibilities

• Drive successful adoption 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.
• Develop strategies that align with customer business and technical objectives.
• Engage with executives and technical partners to ensure customer needs are met.
• Proactively manage renewal risks and collaborate with the Renewals team to increase customer retention rates.
• Build and implement Technical Adoption Plans in partnership with CSS.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive outcomes.
• Provide feedback to Cisco's product teams to advise on product development and improvements.
• Stay updated with the latest Cisco technologies and industry trends to mentor customers.

Requirements

• 12 years of experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures, including Security, Enterprise Networking, Cloud Infrastructure & Software, and Collaboration / Contact Center.
• Experience driving successful customer adoption and delivery of projects.
• Experience leading cross-functional teams in a matrix organization.
• Experience with budgeting and managing recurring revenue concepts.

Nice-to-haves

• Strong background in customer success and technology adoption.
• Excellent communication and relationship-building skills.
• Adept at managing financials and making strategic investment decisions.

Benefits

• 10 days off each year for volunteer work.
• Support for diversity and inclusion initiatives.