Customer Experience Manager
1 month ago
We're seeking a seasoned professional to drive the successful adoption and utilization of Cisco technologies and services within our customer organizations, leading to value realization and growth of our business. As a Customer Experience Manager, you will play a pivotal role in shaping the customer experience and ensuring we deliver customer-aligned outcomes.
Key Responsibilities- Drive adoption of software, services, and value realization, leading to successful renewal and growth, while proactively managing and mitigating renewal risk throughout the customer journey.
- 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 make strategic financial decisions.
- Build and implement Technical Adoption Plans in partnership with CSS, aligning with customer goals to maximize their technology investments and promote the full use of our technologies.
- 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.
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.
What You Are- 7+ years of experience in the technology industry, with a good understanding of financials.
- A demonstrated ability to build relationships with customers.
- Ability to drive cross-functional teams to deliver customer outcomes.
- Have NV1 or NV2 clearance for consulting with our customers.
Join Cisco's Customer Experience (CX) team and be 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.
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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