Technical Customer Experience Manager - GES West (1429040)
Company: Cisco Systems, Inc.
Location: Colorado Springs
Posted on: May 10, 2025
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Job Description:
*The Application Window is expected to close on March 25,
2025.*
Customer Experience Manager
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 manage 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 understand
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 maximize
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 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.
Who We AreIn 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 AreYou 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.
Our Minimum Qualifications for this Role
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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., Parker , Technical Customer Experience Manager - GES West (1429040), Executive , Colorado Springs, Colorado
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