As a Customer Success Manager, you play a crucial role in helping our customers adopt and use Cisco technologies, driving value realisation and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will include:
1. Driving software utilisation and value realisation, leading to customer renewals and business growth.
2. Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
3. Building positive relationships with customers to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
4. Acting as a technology advocate, providing insights to Cisco’s product teams for development and improvements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
5. Offering mentorship to customers, ensuring they achieve their business and technical goals with Cisco technologies.
Who You'll Work With
You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This collaborative environment will enable you to use the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.
Who You Are
You are proactive and strategic, with a passion for driving software utilisation to accelerate business outcomes. You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimise Return on Investment. Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth and work collaboratively with Renewals and Sales teams. You are adept at identifying new opportunities and are dedicated to ensuring customer success and satisfaction.
1. Knowledge of a single technology architecture or CCIE/Industry equivalent certification
2. Experience developing software adoption plans across technology portfolio
3. Experience building technical and business stakeholder level relationships
4. Experience leading cross-functional virtual teams in a matrix organization
5. Experience with recurring revenue concepts, margin and attrition
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.
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.
We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together.
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward.
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.
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.
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