Customer Experience Manager

Cisco - Miami, FL

Full-time - Mid Level

Miami, FL

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 be accountable for financial performance related to services revenue and margin.

Responsibilities

• Drive adoption of software, services, and value realization leading to successful renewal and growth.
• Proactively lead 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 necessary strategic financial decisions.
• 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 adoption progress and drive customer outcomes and benefits from Cisco products.
• Act as a Technology Evangelist between customers and Cisco's product teams, providing feedback for product development and improvements.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends.

Requirements

• 8 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 community service.
• Support for diversity and inclusion initiatives.