Customer Experience Manager

Cisco - Richfield, OH

Full-time - Mid Level

Richfield, OH

Computer and Electronic Product Manufacturing

About the position

The Customer Experience Manager plays a crucial role in ensuring the successful adoption and utilization of Cisco technologies and services within customer organizations. This position serves as the primary point of contact for customers, taking end-to-end ownership of their experience and aligning Cisco's offerings with their business and technical objectives. The role involves collaborating with various stakeholders to drive value realization and growth, ensuring that customer needs are met effectively.

Responsibilities

• Drive the successful adoption and utilization of Cisco technologies and services within customer organizations.
• Engage with executives and technical partners to understand their business and technical objectives.
• Develop strategies that enable customers to achieve their goals and deliver customer-aligned outcomes.
• Collaborate with Customer Technical and Operational Leaders and Executives to orchestrate CX resources across various teams.
• Assist in driving Annual Recurring Revenue (ARR) and services growth by collaborating with Sales and Renewals teams.
• Lead Customer Value Workshops and Quarterly Business Reviews (QBRs) to review adoption progress and drive expected outcomes.
• Advocate for the customer within Cisco, ensuring their needs are met and they receive a high-quality experience.
• 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

• Proactively manage and mitigate renewal risk throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Accountable for financials including services revenue and margin.
• Stay up-to-date with the latest Cisco technologies and industry trends.

Benefits

• Medical, dental, and vision insurance coverage.
• 401(k) plan with Cisco matching contribution.
• Short and long-term disability coverage.
• Basic life insurance.
• Paid holidays, including a floating holiday and a day off for birthdays.
• Accrual of up to 20 days of Paid Time Off (PTO) each year.
• Paid time off for volunteering and community service.
• Employee Stock Purchase Program for purchasing company stock.