Customer Experience Manager

1 month ago

Sydney, New South Wales, Australia Cisco Full time
About the Role

Cisco is seeking a highly skilled Customer Experience Manager to drive the successful adoption and utilization of our technologies and services within customer organizations. As a key member of our team, you will play a pivotal role in driving value realization and growth of our business.

You will be the primary CX point-of-contact for customers, taking end-to-end ownership of their experience. You will understand their business and technical objectives and develop strategies to enable them. You will be responsible for ensuring we deliver customer-aligned outcomes and engage with both executives and technical partners within the customer.

Key Responsibilities
  • Drive adoption of software, services, and value realization leading to successful renewal and growth.
  • 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, and making needed strategic financial decisions.
  • Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximize their technology investments and promote the full use of our technologies.
  • Build E2E 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 expected from Cisco products, resulting in successful onboarding, adoption, and renewals.
  • Be a Technology Evangelist between customers and Cisco's product teams, providing feedback to advise product development and enhancements.
  • Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.
Who You'll Work With

In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

We're looking for a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improving customer dedication, you're the ideal candidate for this role.

You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. You're passionate about making a difference in the lives of our customers and driving business growth through innovative solutions.

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