Recruiter 60-100%

Ikea; Spreitenbach; Vor Ort; CHF 90’000 - 150’000; Vollzeit

Zusammenfassung

An established industry player is seeking a Customer Experience Manager to enhance customer success through effective technology adoption. In this pivotal role, you'll be the primary contact for customers, ensuring they realize the full value of the services offered. You'll engage with both technical and executive partners to foster strong relationships and drive strategic initiatives that align with customer goals. This position requires a strategic thinker with a solid background in customer success, excellent communication skills, and the ability to manage financials effectively. Join a dynamic team where your contributions will lead to meaningful customer outcomes and business growth.

Qualifikationen

• 12 years of related experience in customer success and technology adoption.
• Strong financial management and strategic decision-making skills.

Aufgaben

• Drive adoption of software and services to enhance customer retention.
• Develop strong relationships with customers and advocate for their needs.

Kenntnisse

Customer Success

Technology Adoption

Communication Skills

Relationship Building

Strategic Problem Solving

Financial Management

Ausbildung

Bachelor's Degree

Master's Degree

Tools

Cisco Technologies

Jobbeschreibung

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.

• 12 years of related experience
• Familiarity with at least two technology architectures.
• Expertise in successful customer adoption and project delivery.
• Experience in developing and cultivating strong relationships with executive level customers.
• Experience leading diverse, cross-functional teams in a collaborative, matrixed organization.
• Experience with budgeting and recurring revenue concepts, managing margins and reducing attrition.
• Strong written and spoken English and German language skills