What You'll DoThis high-level Customer Success Manager (CuSM) role is a highly visible, strategic position to empowering keyservice providercustomers to continue to transform and meet their business objectives through Cisco solutions.
The CuSM is accountable for helping service providers realize the outcomes expected from the purchase of Cisco products and services. The ideal person brings strong knowledge oftelecommunicationsarchitectures, implementation, adoption and migration best practices, and orchestrates all cross-functional resources to provide a unified path to value attainment. CuSMs work withservice providerexecutives and influencers, partners across Cisco teams to develop a holistic and deep view of the service provider ambitions and immediate needs.
This role resides in the Customer Experience organization, one of Cisco’s fastest growing teams that delivers profitable growth throughout the customer lifecycle with a series of selling motions to drive higher value and an optimal experience from Cisco solutions.
Key responsibilities and activities include:
Own the Customer Experience motions and serve as a team lead for all Cisco resources across the Customer Lifecycle activities from onboarding to value realization, expansion, and renewal.
Actively learnservice providerobjectives, purchase intent expectations and overall landscape (e.g. barriers, opportunities).
Identify expansion opportunities working through direct customer interaction. Educateservice providerson complementary features, services and solutions that increase overall value.
Utilize data and insights from cross-functional resources to co-create the service provider renewal sales strategy with the account team and the Renewals Executive.
Aggregate and analyzeservice providerchallenges and remove adoption barriers across the account.
Develop and execute key documents and plans (e.g. Success Plan, Health Score Plan, Solution Blueprint, and Integrated Account Plan) in collaboration with the extended account team.
Conduct quarterly onsite visits withservice providerexecutives, partners and account teams to ensure continued satisfaction.
Monitor and report on market and competitor activities.
Share stories of value attainment and service provider delight - through videos, whitepapers, and use cases.
Understand and leverage Cisco internal standard methodologies.
Provide product roadmap requirements.
Acknowledge and act in the best interest of the service provider and Cisco.
Develop and maintain internal and external relationships
·The CuSM will build deep relationships withservice providersenior leadership, partners, and the extended Cisco account team members in achieving their goals.
·Build deep relationships withservice providerexecutives and partners to understand objectives and accelerate their path to value
Utilize data and insights to co-create theservice providerrenewal sales strategy with the account team; play a key role in developing the integrated account plan and success plan
Acknowledge and act in the best interest of the service provider and Cisco
Aggregate and analyzeservice providerchallenges and remove adoption barriers across the account
Monitor Health Score metrics and Success Plans
Provide service provider insights and feedback to Renewals Executive
Identify and educate service provider Executives on complimentary features, services and solutions increased value attainment
Educate and influenceservice providerExecutives on upsell opportunities during renewals motion
Understand the overall industry environment and internal best practicesConduct quarterly onsite visits withservice providerexecutives, partners and account teams to ensure continued satisfaction; report on Health Score and adoption progress
Monitor and report on market and competitor activities and provide meaningful reports and information
Share stories of value attainment; generate videos, whitepapers, use cases
Provide product roadmap requirements
Who You Are
Executive Presence: Effectively engage and influence executives and key decision makers.
Strategic Thinker: Develop and implement customer success strategies leveraging resources across Cisco, partner and customer.
Leader: Ability to form and lead teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
Influencer: Ability to persuade and influence key individuals. Accustomed to working effectively within all levels of an organization.
Results oriented: Interest in and proven execution ability with relevant technologies and customer outcomes.
First Responder: Skilled at issue management and managing customer expectations.
Communicator: Excellent executive level communication and presentation skills.
10+ years of relevant experience working in a customer-facing roles (Customer Success, Sales, Pre-sales or Technical); senior management roles within a technical organization preferred
Experience with subscription and software offers
Bachelor’s degree in engineering, computer science, or business, master’s degree preferred
Industry certifications desired (e.g. ITIL, PMP, COBIT, Six Sigma)
Proficient in Salesforce and Microsoft Office
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
Spanish and Englishspeaking
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