Customer Experience Manager (GES West) 1429027

Cisco Systems, Inc.; Meadows Road; On-site; CAD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Manager, where you'll be pivotal in driving the adoption of innovative technologies. In this role, you'll lead customer engagements, ensuring alignment with their business objectives while advocating for their needs. You'll collaborate with cross-functional teams to enhance customer success, manage financials, and mitigate risks. This position offers an exciting opportunity to make a significant impact on customer satisfaction and business growth. If you're passionate about technology and customer success, this role is perfect for you.

Benefits

10 days off for community service

Diversity and inclusion initiatives

Flexible work environment

Qualifications

• 12+ years in technology or client-facing roles.
• Strong background in customer success and technology adoption.

Responsibilities

• Drive successful adoption and utilization of Cisco technologies.
• Collaborate with technical and operational leaders to enhance customer value.

Skills

Customer Success Management

Technology Adoption

Strategic Problem Solving

Financial Management

Relationship Building

Education

Bachelor's Degree in a relevant field

Job description

Application Deadline

Expected to close on 05/05/2025.

What You'll Do

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 business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership, understanding their business and technical objectives, and developing strategies to enable them. Your role will ensure that outcomes align with customer needs, interacting with both executives and technical partners within the customer organization.

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 partners to drive value realization. Collaboration with sales, renewals, the SDA team, and deal acceleration teams will be essential to drive 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 partnerships with customers. You are adept at managing financials and making strategic investment decisions, with a proven track record of driving software and service adoption, mitigating renewal risks, and enhancing customer dedication. You have a deep understanding of Cisco, our technology, and industry landscape, acting as a technology advocate.

Minimum Qualifications

• 12 years of related experience in the technology industry or a client-facing role
• Knowledge of at least two technology architectures
• Experience driving successful customer adoption and project delivery
• Experience leading cross-functional teams in a matrix organization
• Experience with budgeting, recurring revenue concepts, managing margin, and reducing attrition

Preferred Qualifications

• Drive adoption of software, services, and value realization leading to renewal and growth. Proactively handle and mitigate renewal risks throughout the customer journey, leveraging risk insights and adoption action plans to increase retention.
• Develop and maintain strong executive and technical influence with customers, understanding their business challenges and objectives.
• Advocate for the customer within Cisco, ensuring their needs are met and they receive a high-quality experience.
• Accountable for financials, including services revenue and margin, and making strategic financial decisions.
• Build and implement technical adoption plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full utilization of Cisco technologies.
• Build end-to-end customer plans aligning delivery, partner, architecture, and customer success strategies and execution.
• Lead customer value workshops and QBRs to review adoption progress, drive customer outcomes, and ensure the benefits from Cisco products, resulting in successful onboarding, adoption, and renewals.
• Act as a technology evangelist between customers and Cisco's product teams, providing feedback for product development and improvements.
• Stay updated with the latest Cisco technologies, industry trends, and the competitive landscape to mentor customers effectively.

Why Cisco

We ensure reasonable accommodations are provided for individuals with disabilities during the application, interview, and employment process. Please contact us to request accommodations.

#WeAreCisco. We celebrate diversity and collective talents to develop innovative technology and foster an inclusive, digital future. Nearly every internet connection worldwide touches Cisco. We connect health services, education, and businesses, enabling secure, high-speed data transfer and digital transformation across sectors. We face challenges together, recognize achievements, and support growth. Giving back is part of our culture, with 10 days off annually for community service. Our commitment to diversity and inclusion is demonstrated through our 30 Inclusive Communities, fostering learning, listening, and caring for our communities. We believe in authenticity—whether you have colorful hair, tattoos, or a passion for technology—be yourself with Cisco. #WeAreCisco