Customer Experience Manager

Role Overview

The Customer Experience Manager 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. The role will involve understanding customer business and technical objectives, developing strategies to enable them, and ensuring delivery of customer-aligned outcomes.

What You Will Do

The Customer Experience Manager will be responsible for driving adoption of software, services, and value realization, leading to successful renewal and growth. They will also proactively manage and mitigate renewal risk throughout the customer journey, engage with executives and technical partners, and advocate for the customer within Cisco.

Why It Might Be a Fit

The ideal candidate will be a strategic problem solver with a strong background in customer success and technology adoption, possessing excellent communication and relationship-building skills. They will have a proven track record of driving software and service adoption, mitigating renewal risks, and improving customer dedication.

Requirements

• 12+ years of related experience
• Knowledge of at least two technology architectures
• Experience driving successful customer adoption and delivery of professional services projects
• Experience developing and maintaining strong executive relationships
• Experience leading cross-functional teams in a matrix organization
• Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition

Benefits

• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Paid time away
• Optional 10 paid days per full calendar year to volunteer
• Annual bonuses subject to Cisco’s policies
• Performance-based incentive pay on top of base salary