Customer Experience Principal

Cisco Systems; Glasgow; Remote; GBP 70,000 - 100,000; Full time

Job summary

A leading technology company is seeking a CX Principal in Glasgow to drive the successful adoption of Cisco technologies. This pivotal role requires expertise in IT service delivery and strong partnership skills. The ideal candidate will have a passion for customer success and proven experience in managing executive-level relationships. Join us to help customers harness the power of Cisco's innovative solutions and drive mutual growth.

Benefits

10 days for community service

Inclusive Communities initiatives

Qualifications

• Knowledge of two or more technology architectures.
• 4 years of delivery experience, preferably in Managed Services.
• Proven experience developing executive relationships.
• Experience leading cross-functional teams.

Responsibilities

• Driving software and services adoption to ensure customer satisfaction.
• Building executive relationships and advocating for customer needs.
• Owning financial aspects, including revenue and margin.

Skills

Technology architectures

IT service delivery leadership

Executive relationship management

Cross-functional teamwork

Recurring revenue concepts

Job description

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