Customer Experience Manager

Cisco - Vienna, VA

Full-time - Senior

Vienna, VA

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, advocate for customer needs, and manage financial aspects related to services revenue and margin.

Responsibilities

• Drive successful adoption 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 to develop enabling strategies.
• Ensure delivery of customer-aligned outcomes and manage 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 to align with customer goals.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive outcomes.
• Provide feedback to Cisco's product teams to advise on product development and improvements.

Requirements

• 12 years of experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures expressed through customer use-case requirements, including Security, Enterprise Networking, Cloud Infrastructure & Software, and 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.

Benefits

• 10 days off each year for volunteer work
• Inclusive community programs
• Support for diversity and equality initiatives