Customer Experience Manager

Cisco - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

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 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. Your efforts will focus on enhancing customer retention, driving software and service adoption, and ensuring high-quality customer experiences.

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 meet them.
• Engage with executives and technical partners to ensure customer-aligned outcomes.
• Proactively lead and mitigate renewal risks throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Advocate for customer needs within Cisco to ensure high-quality experiences.
• Accountable for financials including services revenue and margin, making strategic financial decisions.
• Build and implement Technical Adoption Plans in partnership with CSS.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive customer outcomes.
• Stay up-to-date with the latest Cisco technologies and industry trends to provide expert mentorship.

Requirements

• 8 years of experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures such as Security, Enterprise Networking, Cloud Infrastructure & Software, 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 recurring revenue concepts, managing margin and reducing attrition.

Nice-to-haves

• Strong background in customer success and technology adoption.
• Excellent communication and relationship-building skills.
• Proven track record of driving software and service adoption.

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 time to volunteer