Job Description

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. 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.Your ImpactYou 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 understanding 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.