Customer Experience Principal

Cisco; Glasgow; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading technology company seeks a Customer Experience Principal to spearhead customer adoption of Cisco technologies and services in Glasgow. This position involves building relationships, ensuring value realization, and driving business growth through collaboration with Sales and Customer Success teams. Ideal candidates will have a background in IT service delivery and proven skills in customer engagement.

Qualifications

• 4 years of delivery experience, preferably in Managed Services.
• Experience developing strong executive relationships.
• Experience leading virtual cross-functional teams.

Responsibilities

• Driving software and services adoption, leading to successful renewals.
• Developing executive relationships to advocate for customer needs.
• Owning financial aspects and making strategic investment decisions.

Skills

IT service delivery leadership

Customer adoption

Financial management

Education

Bachelor's degree or equivalent

Job description

Join to apply for the Customer Experience Principal role at Cisco

1 week ago Be among the first 25 applicants

Join to apply for the Customer Experience Principal role at Cisco

Get AI-powered advice on this job and more exclusive features.

What You'll Do

As a CX Principal, you will play a crucial role in ensuring the successful adoption 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. Your responsibilities will include:

• Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.
• Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
• Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
• Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.
• Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.
  
  

Travel required – up to 40%

What You'll Do

As a CX Principal, you will play a crucial role in ensuring the successful adoption 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. Your responsibilities will include:

• Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.
• Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
• Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
• Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.
• Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.
  
  

Who You'll Work With

You will orchestrate CX resources to drive adoption. You will also work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and growth.

Who You Are

You are passionate about customer adoption and will have demonstrable experience of IT service delivery leadership working with large multinational organizations. Thriving in collaborative environments, you work seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your leadership in outcomes and investment decisions ensures customers fully benefit from our offerings.

With advanced technology knowledge, you guide clients to meet their business objectives using our solutions. Your experience with ARR growth, revenue, and margin accountability drives business success, making you invaluable to both customers and our organization.

Your dedication to cultivating customer relationships and strategic approach makes you a key player in achieving customer and organizational goals, ensuring every interaction improves value and drives mutual success.

Minimum qualifications:

• Knowledge of two or more technology architectures
• 4 years of delivery experience, preferably in Managed Services and a solid understanding of software lifecycle practices
• Experience developing and maintaining strong executive relationships
• Experience leading virtual cross-functional teams in a matrix organization
• Experience with recurring revenue concepts, margin and attrition.
  
  

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We handle whatever difficulties come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make

#REMOTE

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Education and Training

• Industries

  Computer Hardware Manufacturing, Software Development, and Computer Networking Products

Referrals increase your chances of interviewing at Cisco by 2x

Get notified about new Principal jobs in London, England, United Kingdom.

Head Chef, A GBP 40,000 : A GBP 44,000 DOE, Full:time, Monday to Friday, London

Tower Hamlets, England, United Kingdom 6 days ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

Head of Transformation – Group Operations

London, England, United Kingdom 5 days ago

Head of Senior Leadership Development & Culture

London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 months ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 3 months ago

Barnet, England, United Kingdom 1 week ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 1 month ago

Greater London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 days ago

Vice President, Private Equity (Climate), London

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

Chiswick, England, United Kingdom 10 hours ago

Hounslow, England, United Kingdom 3 weeks ago

Greater London, England, United Kingdom 5 days ago

London, England, United Kingdom 1 month ago

Senior Vice President Transformation Office

London, England, United Kingdom 3 weeks ago

Head of Skills Family - Build & Sustainability (L&D)

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 5 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.