Customer Experience Manager (GES West) 1429027

Cisco - San Jose, CA

Full-time - Senior

San Jose, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Experience Manager (GES West) is responsible for 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. The manager will engage with both executives and technical partners to facilitate value realization and business growth.

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 customer relationships.
• 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.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive expected outcomes from Cisco products.
• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.

Requirements

• 12 years of related experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures.
• Experience driving successful customer adoption and delivery of projects.
• Experience leading cross-functional teams in a matrix organization.
• Experience with budgeting and recurring revenue concepts, managing margin, and reducing attrition.

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 in partnership with CSS that align with customer goals.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends.

Benefits

• Competitive salary range of $178,600 - $230,700.
• Opportunities for professional development and career growth.
• Inclusive company culture that values diversity and individuality.