Customer Experience Principal

Cisco Systems; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading technology company is seeking a CX Principal to enhance customer success through effective technology adoption. In this role, you will work closely with internal teams to drive growth and ensure customers achieve their business objectives by utilizing Cisco solutions effectively. The ideal candidate will have significant experience in IT service delivery and a proven track record in fostering customer relationships and managing revenue expectations.

Qualifications

• Knowledge of Cisco Networking and Data Centre architectures.
• Experience delivering Managed Services (4 years preferred).
• Ability to lead virtual cross-functional teams.

Responsibilities

• Drive software and services adoption, ensuring successful renewals and customer retention.
• Collaborate with internal teams to identify use cases and deliver solutions.
• Develop strong executive relationships with customer partners.

Skills

IT service delivery leadership

Customer relationship building

Strategic investment decision making

Software adoption

Recurring revenue concepts

Job description

Travel required – up to 40%

Location: UK London Flexible

Meet the Team

Join Cisco’s Customer Experience (CX) team, where we are dedicated to helping our customers achieve value realization and business growth through Cisco’s innovative technologies and services.

As a CX Principal, you will play a key role in driving customer success by orchestrating CX resources to promote adoption and deliver impactful outcomes. In this role, you will collaborate closely with internal teams, including Sales, Renewals, Solution Development Architects (SDAs), and Deal Acceleration teams, to support business objectives such as increasing Annual Recurring Revenue (ARR) and driving sustainable growth.

Your Impact

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. 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.

Minimum qualifications:

• Must have knowledge of two or more technology architectures – Ideally Cisco Networking and Data Centre
• Experience of Software Adoption and 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.

Preferred Experience:

• 4 years of delivery experience, preferably in Managed Services

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. Simply put – we power the future.

Fuelled 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.

#WeAreCisco

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.