Customer Experience Manager (GES West) 1429027

Cisco - San Jose, CA

Full-time

San Jose, CA

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 end-to-end ownership of customer relationships, understanding their business and technical objectives, and developing strategies to ensure successful outcomes. You will engage with both executives and technical partners to deliver customer-aligned results and drive value realization, ultimately contributing to the growth of Cisco's business.

Responsibilities

• Drive 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 customer organizations.
• 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 customer outcomes.
• Build and implement Technical Adoption Plans in partnership with CSS to maximize technology investments.
• Advocate for the customer within Cisco, ensuring their needs are met and they receive a high-quality 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

• Proactively manage and mitigate renewal risk throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends.

Benefits

• Inclusive work culture that fosters innovation and creativity.
• Opportunities for professional development and learning.
• Diversity and equality initiatives.