What are the responsibilities and job description for the Customer Experience Manager position at Cisco Systems, Inc.?
Application window is expected to close on 2 / 25 / 2025
Ideal candidate will work onsite / hybrid in St. Louis or Kansas City.
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.
Who You'll Work With
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.
Who You Are
You 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
- 12 years of related experience
- Knowledge of at least two technology architectures
- Experience driving successful customer adoption and delivery of 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.
Our Preferred Qualifications for this Role
Why Cisco
WeAreCisco, where individuality and teamwork drive us to power an inclusive future. Embracing digital transformation, we innovate beyond hardware into software and security, creating intuitive networks that adapt and protect. Our culture fosters innovation, creativity, and learning from failures. We give our best, take accountability, and embrace diversity and equality. Whether you have colorful hair, tattoos, or a passion for technology and world-changing ideas, be yourself with us!
