Job Title: Customer Experience Manager
As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within customer organizations, leading to value realization and growth of our business.
You will be the primary CX point-of-contact for customers, taking end-to-end ownership and understanding their Business and Technical objectives. You will develop strategies that enable them and ensure we deliver customer-aligned outcomes.
- Drive adoption of software, services, and value realization, leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout the customer journey, leveraging risk insights and adoption action plans to increase customer retention rates.
- 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, making needed 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.
- 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.
About the Role:
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.
Requirements:
- 7+ years of experience in the technology industry and an understanding of financials.
- A good understanding of IT/Infrastructure & Services.
- Demonstrated ability to build relationships with customers.
- Ability to drive cross-functional teams to deliver customer outcomes.
Salary: $120,000 - $180,000 per year (estimated)
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Minato CiscoJob Title: Customer Experience Manager · As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within customer organizations, leading to value realization and growth of our business. · ...
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Minato CiscoJob Title: Customer Experience Manager · What You'll Do: · In this pivotal role, you will drive the successful adoption and utilization of Cisco technologies and services within customer organizations, leading to value realization and business growth. As the primary point-of-cont ...
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