Customer Success Manager

4 weeks ago

Canberra, ACT, Australia Cisco Systems, Inc. Full time

We're enhancing how we engage with customers, manage their journey, and collaborate across CX. Our goal is to make the customer experience more intuitive, enabling customers to maximize the value of their technology investments faster. By building trust and fostering long-term relationships, we are committed to placing customers at the center of everything we do. This approach strengthens customer and partner engagement, accelerates adoption, simplifies the customer experience, and improves satisfaction.

What You'll Do

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. Your responsibilities will include:

  • 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.
  • 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.

Who You'll Work With:

You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This collaborative environment will enable you to leverage the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.

Who You Are:

  • 7+ years experience in the technology industry
  • Advanced understanding of IT/ Infrastructure & Software
  • Confirmed ability to drive continuous software value through use cases
  • Proven experience in a related function with direct customer advocacy and engagement in post sales or professional services function.
  • Have NV1 or NV2 clearance (preferred) for consulting with our customers

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. You will have full Australian working rights.

Why Join Us?

Join Cisco's Customer Experience (CX) team and be a part of an exciting transformation We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers maximize the value of their Cisco technology investments. Your role will be crucial in fostering deep trust and building lasting relationships with our customers.

By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer's needs and accelerates their ability to realize outcomes effectively.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you

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