Customer Experience Manager

624 Cisco International Limited; London Borough of Hounslow; On-site; GBP 100,000 - 150,000; Full time

Job summary

Cisco Systems, Inc in London is seeking a senior CX executive to lead the adoption of Cisco software and services across strategic accounts, driving value and renewal success. You will champion customer needs, coordinate across CX, delivery, and partners, and leverage AI-driven insights to optimize outcomes.

You will partner with sales to identify growth opportunities, manage risks, and advocate for ROI across high-priority accounts in a dynamic, global tech environment.

Qualifications

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

Responsibilities

• Strategic planning and execution across 2-3 accounts.
• Integrates adoption plans into a unified portfolio view to drive value and retention.
• Coordinates CX, delivery, and partner resources to meet lifecycle milestones.
• Accountable for services revenue and margins; informs investment decisions.
• Demonstrates deep technical expertise in Cisco's networking and software portfolio; uses AI-driven insights.
• Acts as trusted advisor to senior IT and business stakeholders; aligns with sales on growth opportunities.
• Leads customer engagements and collaborates with internal teams on escalations.

Skills

Stakeholder management

Technical leadership

Account planning

Strategic planning

AI-driven insights

Customer relationship management

Education

Bachelor's degree with 12+ years experience

CCNA certification

Tools

Cisco software portfolio

AI analytics tools

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. Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn't just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life’s best work.