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 manage financial aspects related to services revenue and margin. Your responsibilities will include leading customer value workshops, building technical adoption plans, and collaborating with various teams to enhance customer satisfaction and retention.

Responsibilities

• Drive successful adoption of Cisco technologies and services within customer organizations.
• Engage with executives and technical partners to understand their business challenges and objectives.
• Develop and implement strategies that align with customer goals to improve technology investments.
• Lead customer value workshops and quarterly business reviews to assess adoption progress.
• Advocate for customer needs within Cisco to ensure high-quality customer experience.
• Accountable for financials including services revenue and margin, making strategic financial decisions.
• Build and maintain strong relationships with customers to enhance retention rates.
• Stay updated with the latest Cisco technologies and industry trends to provide expert mentorship.

Requirements

• 8 years of experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures such as Security, Enterprise Networking, Cloud Infrastructure & Software, Collaboration / Contact Center.
• Experience driving successful customer adoption and project delivery.
• Experience leading cross-functional teams in a matrix organization.
• Familiarity with budgeting and recurring revenue concepts, managing margin, and reducing attrition.

Nice-to-haves

• Strong background in customer success and technology adoption.
• Excellent communication and relationship-building skills.
• Proven track record of driving software and service adoption.

Benefits

• 10 days off each year for volunteer work.
• Support for diversity and inclusion initiatives.
• Opportunities for professional development and growth.