The role is a highly visible, strategic role within Cisco’s new Customer Experience organisation working with our largest customers. The successful candidate will directly impact their customers and partners who have purchased Cisco subscription solutions and will provide strategic insights to Cisco's cross functional partners.
What You’ll Do
The Success Programs Manager will be accountable for ensuring that their customers successfully adopt and realise value from Cisco’s subscription solutions. This includes developing and executing the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive from Cisco subscription offers. Will ensure the execution of consistent global standards while optimizing for their customer. In addition, the Success Programs Manager will be responsible for finding opportunities to expand wallet share within a customer and/or partner and effectively passing those opportunities to the sales teams.
This customer advocate will be responsible for continuous improvement of results, reporting of said results, crafting and delivering business plans to key partners, and ensuring support and alignment across the leadership team. Will ensure that the Customer Experience team is working collaboratively and will be responsible for executive communications within the customer and Cisco. Effective measurement and management of diverse teams is a required skill.
Who You’ll Work With
The SPM will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:
- Set the overall vision and strategic success plan for their customer.
- Deeply understands the customer business goals, environment, difficulties and operational maturity.
- Build and encourage strong customer executive relationships to develop a coordinated and deep view of immediate needs and current programs.
- Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals.
- Implement a success strategy across the account using partners as appropriate
- Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience
- Drive post-sales orchestration of all company wide and partner resources (people and assets) in support of their customers business objectives
- Develop and deliver Quarterly Success Reviews in partnership with account team
- Implement Success Strategy across the account using partners as appropriate.
- Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer Success.
- Accelerate Cisco’s transformation to a software and services company
Who You Are
- 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
- Ability to work independently as well as using full team and cross 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
- A customer-focused approach with a strong grasp of relevant success stories, customer metrics, and standard methodologies to drive outstanding outcomes
- Positive relationship builder with a focus on aligning and collaborating with key partners – Business Unit Executives, Sales Executives, Delivery Executives, CX Executives, Consulting Executives, Partners and their Executives – to drive a coordinated, consistent customer-centric approach
Required Experience
- 7+ years’ experience in leading customer-facing organizations. Proven successful consulting, with key technical and sales competence
- 4+ years' of experience with subscription and software offers
- Ability to influence through persuasion, negotiation, and consensus building
- Strong appreciation for customers and a passion for revenue and growth
- Proven desire for continuous learning and improvement
- Excellent executive level communication and presentation skills
- Bachelor’s degree required
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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!