Customer Success Manager

Valtix - Minneapolis, MN

Full-time - Mid Level

Hybrid - Minneapolis, MN

Publishing Industries

About the position

As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. You are a technical professional whose sweet spot is in customer relationships and success. You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes. You excel at creating and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment. Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth and work collaboratively with Renewals and Sales teams. You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and satisfaction.

Responsibilities

• Acting as a technology advocate, providing feedback to Cisco's product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.
• Driving software utilization and value realization, leading to customer renewals and business growth.
• Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
• Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
• Advocating for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Build and implement Technical Adoption Plans in partnership with Customer Success Specialists (CSS) that align with customer goals to maximize their technology investments and promote the full use of our technologies.

Requirements

• 8 + years working in a customer facing role in an IT company or in an Enterprise IT organization
• Understanding of fundamental networking concepts - skills and knowledge to set up, manage, fix, and troubleshoot small to medium-level networks.
• Experience developing software adoption plans across technology portfolio
• Experience driving software adoption with customer executives and technical leaders
• Experience leading cross-functional teams in a matrix organization

Nice-to-haves

• Financial, Renewal, and/or adoption forecasting experience
• Experience as a technology advocate
• Proven ability to offer expert guidance to customers, helping them achieve business and technical goals
• Experience driving software utilization and value realization (Customer renewals)
• Proficiency in proactively managing renewal risks, demonstrating insights to increase customer retention
• Strong relationship-building skills
• Experience collaborating with teams to drive value and business outcomes.
• Advocacy skills
• Experience building and implementing Technical Adoption Plans

Benefits

• Quality medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year, including one floating holiday
• Vacation time off accrual up to 16 days per year for non-exempt employees
• Flexible Vacation Time Off policy for exempt employees
• Sick Time Off policy with 80 hours provided on hire date and annually
• Paid time away for critical or emergency issues
• Additional paid time to volunteer and give back to the community