Customer Experience Manager

Cisco Systems, Inc; Greater London; On-site; GBP 120,000 - 170,000; Full time

Job summary

Cisco Systems, Inc. in the UKI CX Enterprise Team is seeking an accomplished leader to drive adoption of Cisco software and services across strategic accounts, focusing on ROI and renewal risk mitigation.

The role blends strategic planning, financial accountability, and technical leadership to deliver outstanding customer experiences, coordinate cross‑team efforts, and accelerate value realization across the lifecycle.

Qualifications

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

Responsibilities

• 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 drive value and retention targets.
• Coordinates CX, delivery, and partner resources to execute against lifecycle milestones.
• Accountable for services revenue and margins.
• Uses business intelligence to develop targeted adoption strategies.
• Oversees service performance and mitigates risks with regional or account-wide impact.
• Demonstrates deep technical expertise to enable adoption of Cisco’s portfolio.
• Applies AI-driven insights and automation to analyse environments and identify optimization opportunities.
• Leads engagements with senior IT and business stakeholders and represents the voice of the customer.

Skills

Stakeholder management

Strategic planning

Financial acumen

Executive communication

Education

Bachelor’s degree + 12+ years

Master’s degree + 8+ years

PhD + 5+ years

CCNA or equivalent certification

Industry trend certifications

Job description

Meet the Team

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

The role encompasses several core pillars of activity:

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.

Minimum 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.

Why Cisco?

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

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.