Customer Experience Manager

Cisco Systems Inc; City of Westminster; On-site; GBP 90,000 - 140,000; Full time

Job summary

Cisco is seeking a Senior Enterprise Customer Success Manager to join the UKI CX Enterprise Team, responsible for some of the UK's most strategic clients and driving adoption of Cisco software and services.

You will lead end-to-end account plans, manage renewals, demonstrate ROI to senior IT and business stakeholders, and collaborate with delivery and sales teams to ensure a unified customer experience across lifecycle stages.

Qualifications

• Bachelor's degree with 12+ years or Master's with 8+ years or PhD with 5+ years (or equivalent relevant work experience).
• Associate-level certification (e.g., CCNA) or equivalent.
• Proficiency with relevant industry trend certifications.

Responsibilities

• Strategic Planning and Execution: Leads end-to-end plans across 2-3 accounts, aligning Cisco software/services with customer goals.
• Financial and Operational Accountability: Accountable for services revenue and margins; uses BI for adoption strategies.
• Technical Leadership and Innovation: Demonstrates deep technical expertise to enable adoption; applies AI-driven insights to analyze environments and optimize workflows.
• Stakeholder Management and Advocacy: Acts as trusted advisor to senior IT and business stakeholders; coordinates with sales and delivery teams.

Education

Bachelor's degree with 12+ years of related experience

Master's degree with 8+ years

PhD with 5+ years

Tools

CCNA

Industry trend certifications

Job description

You will be joining the UKI CX Enterprise Team, responsible for covering some of the UK's most strategic clients including FSI's. Our mission is to deliver an exemplary Customer Experience covering all stages of the lifecycle and if you are as Customer obsessed as we are, then this is the team for you.

Your Impact

This role is the heartbeat of our client relationship strategy. You will drive the adoption of Cisco software and services, ensuring our customers realise the full value of their investment. By proactively managing renewal risks, serving as a technical evangelist, and leveraging AI-driven insights, you will champion our customers' needs while fostering long-term growth and technical excellence.

Responsibilities

Strategic Planning and Execution

• Leads the creation and execution of end-to-end plans across 2-3 accounts, aligning Cisco software/services with customer goals.
• Integrates multiple adoption plans into a unified portfolio view to ensure tactical activities drive measurable value and retention targets.
• Coordinates CX, delivery, and partner resources to execute against lifecycle milestones.

Financial and Operational Accountability

• Accountable for account financials, including services revenue and margins.
• Makes strategic investment decisions and uses business intelligence to develop targeted adoption strategies.
• Oversees service performance and identifies risks, recommending mitigation actions with regional or account-wide impact.

Technical Leadership and Innovation

• Demonstrates deep technical expertise in Cisco's networking and software portfolio to enable adoption.
• Applies AI-driven insights and automation to analyse environments, streamline technical workflows, and identify optimization opportunities.
• Serves as an ambassador for improving processes, logging technical friction, and managing adoption blockers.

Stakeholder Management and Advocacy

• Acts as a trusted advisor to senior IT and business stakeholders, shaping success strategies and showcasing ROI.
• Aligns with sales teams on growth opportunities and represents the voice of the customer within Cisco for high-priority issues.
• Leads customer engagements and collaborates across internal teams during high-visibility escalations to ensure a unified experience.

Qualifications

• Bachelor's degree with 12+ years of related experience, Master's with 8+ years, or PhD with 5+ years (or equivalent relevant work experience).
• Associate-level certification (e.g., CCNA) or equivalent.
• Proficiency with relevant industry trend certifications.

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you. Cisco is an Aff….

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