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Customer Success Strategist

2 months ago

Canberra, ACT, Australia Cisco Full time

We're enhancing our customer engagement model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, you'll focus on value creation for customers across our portfolio of products, software, and services.

**Your Role**

You'll 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 our product teams for development and enhancements, and staying current with the latest technologies, competitive landscape, and industry trends.
  • Offering expert guidance to customers, ensuring they achieve their business and technical goals with our technologies.

**Who You'll Work With**

You'll collaborate 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.

**What You'll Need**

You'll require 7+ years of experience in the technology industry, an advanced understanding of IT/Infrastructure & Software, and a 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 is also essential.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll work in a dynamic and innovative environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement.