What are the responsibilities and job description for the Success Programs Manager (SPM) position at Cisco Systems?
Who You’ll Work With
Cisco Customer Experience (CX) delivers the best customer experience in the industry that accelerates success for our customers and profitable growth for Cisco and our partners. Success Programs Manager (SPM) role is a position within our Customer Experience success team that drives adoption through Success Program delivery in Cisco’s scale accounts.
What You’ll Do
SPMs establish relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals.
- Works closely with Cisco CX partners, Sales Account teams and Partners within assigned theater to document and address adoption barriers, improve Customer Pulse for customer adoption, utilization, and growth, and drive successful renewals and accelerate customer lifecycle progress.
- Proactively embed customers into digital journeys aligned to customers’ needs to accelerate software adoption at scale by orchestrating one-to-many events.
- Validate customer intent and expected outcomes to accelerate customer value realization.
- Coordinate live or virtual customer events and organize, host and/or deliver non-technical content.
- Provide detailed and documented requirements to multi-functional teams that improve customer experience.
- Influence product roadmap based on customer feedback via adoption barriers.
- Accelerate Cisco’s transformation to a software and services company.
- Collaborate with broader SPM team to share standard processes and success stories.
Required Experience
- Bachelor’s degree plus 5 years related experience, or master’s degree with 3 years of related experience.
- 3 years of experience with subscription, software and/or services offers.
- Strategic and dedicated problem solver who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements.
- Deep experience with adopting and implementing business and process improvements.
- Ability to work independently, as well as, partnering with multi-functional resources to ensure successful customer experience at each interaction.
- Prior success with understanding quantitative customer metrics – health scores, NPS/CSAT, ARR – to tailor interactions and drive concrete next steps to ensure customer adoption and renewal.
- Solid grasp of relevant success stories, customer metrics, and standard methodologies to drive outstanding outcomes.
- Validated knowledge of Cisco’s core architectures, business strategies, industry trends and methods to drive customer success at scale.
- Ability to influence through persuasion, negotiation, and consensus building.
- Strong appreciation for customers and a passion for revenue and growth.
- Confirmed desire for continuous learning and improvement.
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
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
Attendance Specialist Summer Programs Location: United for Success Grade 5th - 7th (Summer 2025)
Summer Programs -
California, CA
Principal - Summer Programs - Location: United for Success - grade 5th - 7th: (Summer 2025)
Summer Programs -
California, CA
