Travel required up to 10%
What You'll Do As a Customer Experience Manager, you will play a crucial role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth. 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. • Drive adoption of software and services, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates. • Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives. • Advocate for customers within Cisco, ensuring their needs are met, and they receive a high-quality customer experience. • Own financials, including services revenue and margin, and make strategic financial decisions. • Build and implement Technical Adoption Plans and E2E Customer plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full use of our technologies. 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 our Partners to drive value realization. You will collaborate with Sales, Renewals, the Solution Development Architect 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 cultivate partnerships with our customers. You're adept at handling financials, and making strategic investment decisions. With expertise in driving software and service adoption, mitigating renewal risks, and improving customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.
Minimum qualifications: • Knowledge of SP technology. • Italian language fluency • 3 years of delivery experience and a solid understanding of software lifecycle practices. • Experience in developing and cultivating strong relationships with executive level customers. • Experience leading diverse, cross-functional virtual teams in a collaborative, matrixed organization. • Experience with recurring revenue concepts, margin and attrition.
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