Customer Success Manager

Who we Are

Join Ciscos Customer Experience (CX) team and an exciting transformation! Were 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 improve the value of their Cisco technology investments. Your role will be essential in encouraging deep trust and forming last relationships with our customers.

By joining us, youll work in a dynamic and innovative environment that values simplicity and customer centricity and work to develop a coordinated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer s needs and accelerates their ability to realize outcomes effectively.

We celebrate diversity and believe that varied perspectives drive innovation and perfection. Youll collaborate with cross-functional teams passionate about technology service delivery and software adoption demonstrating data-driven insights to build a magnificent customer experience.

A high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, well set new industry standards and redefine the future of customer experience. If youre passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!

What Youll Do

As a Customer Success Manager, you play a crucial role in helping our customers optimally adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of cont

• 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 positive 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 Cisco s product teams for development and improvements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Offering authority mentorship to customers, ensuring they achieve their business and technical goals with Cisco technologies.

Who Youll Work With:

You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This environment will enable you to bring to bear the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.

Who You Are:

Act for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will include:

• 7+ years experience in the technology industry
• understanding of IT/ Infrastructure & Software
• Confirmed ability to drive continuous software value through use cases
• Stragetic planning in a related function with direct customer advocacy and engagement in post sales or professional services function.
• You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes.
• You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment.
• Your ability to connect Ciscos offerings to success measures and remove adoption barriers is unmatched.
• You focus on driving ARR growth and work with Renewals and Sales teams.
• You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and happiness.

Why Join Us?

Join Ciscos Customer Experience (CX) team and be a part of an exciting transformation! Were 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 improve the value of their Cisco technology investments. Your role will be essential in encouraging deep trust and forming last relationships with our customers.

By joining us, youll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer s needs and accelerates their ability to realize outcomes optimally.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. Youll 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, well set new industry standards and redefine the future of customer experience. If youre passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!

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 ambitious 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 central to our purpose (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