Customer Experience Manager

Cisco - Richfield, OH

Full-time - Senior

Richfield, OH

Computer and Electronic Product Manufacturing

About the position

As a Customer Experience Manager at Cisco Systems, 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 collaborate with various stakeholders, including executives and technical partners, to deliver customer-aligned results and drive value realization.

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 to ensure delivery of customer-aligned outcomes.
• Collaborate with Customer Technical and Operational Leaders and Executives to orchestrate CX resources across various teams.
• Assist in driving ARR and services growth by collaborating with Sales, Renewals, and other teams.
• Develop and maintain strong senior-level relationships with customers.
• Advocate for the customer within Cisco, ensuring their needs are met and they receive a high-quality experience.
• Accountable for financials including services revenue and margin, making strategic financial decisions.
• Build and implement Technical Adoption Plans that align with customer goals to maximize technology investments.

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 E2E Customer plans aligning Delivery, Partner, Architecture, and Customer Success strategies.

Benefits

• Employee stock purchase plan
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance