Customer Experience Manager
Company: Cisco Systems, Inc.
Location: Miami
Posted on: October 9, 2024
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Job Description:
Application window has been extended until 10/12/2024
Must be located within a commutable distance to the posted
locations. Travel will be required as needed. What You'll Do As a
Customer Experience Manager, you will play a pivotal role in
driving the successful adoption and utilization of Cisco
technologies and services within our customer organizations leading
to value realization and growth of our business. You're the primary
CX point-of-contact for customers taking end-to-end ownership. You
will understand their Business and Technical objectives and develop
strategies that will enable them. You will be responsible for
ensuring we deliver customer aligned outcomes. You will engage with
both executives and technical partners within the customer. Drive
adoption of software, services and value realization leading to
successful renewal and growth. Proactively lead and mitigate
renewal risk throughout customer journey and in alignment with
Renewals team, leverage risk insights and adoption action plans to
increase customer retention rates.Develop and maintain strong
executive and technical influence with customers and 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 improve
their technology investments and promote the full use of our
technologies.Build E2E Customer plan aligning Delivery, Partner,
Architecture, and Customer Success adoption strategy and
executionLead Customer Value Workshops and QBRs to review adoption
progress and drive customers outcomes and benefits encouraged 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
improvements.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 You are 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 improve customer dedication. You have
a deep understanding of Cisco, our technology, and the industry
landscape, while acting as a Technology Advocate. Minimum
Requirements: 8 years of experience in the technology industry or
client facing roleKnowledge of at least two technology
architectures expressed through a set of customer use-case
requirements. Technology architectures include: Security,
Enterprise Networking, Cloud Infrastructure & Software (Data
Center), Collaboration / Contact Center.Experience driving
successful customer adoption and delivery of projects.Experience
leading cross-functional teams in a matrix organizationExperience
with budgeting and recurring revenue concepts, manage margin and
reduce attrition. Why Cisco? #WeAreCisco. We are all unique, but
collectively we bring our talents to work as a team, to develop
innovative technology and power a more inclusive, digital future
for everyone. How do we do it? Well, for starters - with people
like you! Nearly every internet connection around the world touches
Cisco. We're the Internet's optimists. Our technology makes sure
the data traveling at light speed across connections does so
securely, yet it's not what we make but what we make happen which
marks us out. We're helping those who work in the health service to
connect with patients and each other; schools, colleges, and
universities to teach in even the most challenging of times. We're
helping businesses of all shapes and sizes to connect with their
employees and customers in new ways, providing people with access
to the digital skills they need and connecting the most remote
parts of the world - whether through 5G, or otherwise. We tackle
whatever challenges come our way. We have each other's backs, we
recognize our accomplishments, and we grow together. We celebrate
and support one another - from big and small things in life to big
career moments. And giving back is in our DNA (we get 10 days off
each year to do just that). We know that powering an inclusive
future starts with us. Because without diversity and a dedication
to equality, there is no moving forward. Our 30 Inclusive
Communities, that bring people together around commonalities or
passions, are leading the way. Together we're committed to
learning, listening, caring for our communities, whilst supporting
the most vulnerable with a collective effort to make this world a
better place either with technology, or through our actions. So,
you have colorful hair? Don't care. Tattoos? Show off your ink.
Like polka dots? That's cool. Pop culture geek? Many of us are.
Passion for technology and world changing? Be you, with us!
#WeAreCisco
Keywords: Cisco Systems, Inc., Kendall West , Customer Experience Manager, Executive , Miami, Florida
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