Customer Experience Manager

Cisco - San Jose, CA

Full-time - Senior

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 advocate for their needs within Cisco.

Responsibilities

• Drive adoption of software, services, and value realization leading to successful renewal and growth.
• Proactively manage and mitigate renewal risk throughout the customer journey in alignment with the Renewals team.
• Develop and maintain strong executive and technical influence with customers, understanding their business challenges and objectives.
• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Accountable for financials including services revenue and margin, making strategic financial decisions as needed.
• Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals.
• Build end-to-end Customer plans aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution.
• Lead Customer Value Workshops and QBRs to review services and product adoption progress.
• Act as a Technology Evangelist between customers and Cisco's product teams, providing feedback for product development and enhancements.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends.

Requirements

• 12 years of customer-facing delivery management and adoption experience, preferably in Web, Cloud, or Service Provider institutions.
• Knowledge of at least two technology architectures (Service Provider Routing, Data Center, Security, and Campus Networking).
• 5 years of experience driving successful customer adoption and delivery of projects.
• 3 years of experience with budgeting and recurring revenue concepts, managing margins, and reducing attrition.
• Excellent written and verbal communication, presentation confidence, and interpersonal skills.
• Project Management with P&L experience; PMP and Agile certification preferred.

Nice-to-haves

• 5 years of experience developing and maintaining strong executive relationships.
• 5 years of experience driving successful customer services and software adoption and delivery of projects.
• 5 years of experience leading cross-functional teams in a matrix organization.

Benefits

• 10 days off each year for volunteer work.
• Support for diversity and inclusion initiatives through 30 Inclusive Communities.