Customer Success Manager

SHI; Hyderabad, Bengaluru; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

SHI is seeking a Customer Success Manager with strong Cisco networking project experience to manage enterprise relationships, drive customer satisfaction and ensure successful delivery.

You will coordinate with Cisco network engineering, project management and internal teams, conduct QBRs, handle escalations, and identify opportunities for service improvement and growth.

Qualifications

• 58 years overall experience, with 34+ years in customer success/technical account management roles.
• Mandatory experience working on customer-facing Cisco networking projects.
• Strong knowledge of Cisco networking/enterprise networking including routing & switching, LAN/WAN, SD-WAN, migrations.
• Experience managing enterprise customers, stakeholders and escalations.
• Strong experience conducting QBRs / reviews.

Responsibilities

• Manage relationships with enterprise customers and act as a trusted point of contact.
• Coordinate with Cisco network engineering, project management and internal teams to ensure successful project delivery.
• Support customers through network implementation, migration, upgrades and transformation projects.
• Conduct regular Customer Success Reviews / QBRs / Project Reviews.
• Manage customer escalations, expectations and stakeholder communication.
• Monitor customer satisfaction, project progress, risks and key action items.
• Understand customer requirements and proactively identify opportunities for service improvement and growth.
• Work with Sales, Project Management and Technical teams to ensure a seamless customer experience.
• Prepare customer reports, presentations and project updates.

Skills

Customer Success

Technical AM

Enterprise Networking

Cisco Networking

Stakeholder Mgmt

QBRs

Communication

Education

Bachelor's degree

Job description

Customer Success Manager Cisco Networking Projects

Location: Hyderabad/Bangalore
Experience: 58 Years

Employment Type: Full-Time

Role Summary

We are looking for a Customer Success Manager with strong experience in Cisco networking projects to manage enterprise customer relationships, drive customer satisfaction, and ensure successful project delivery.

The ideal candidate should have a combination of Customer Success / Technical Account Management experience and strong knowledge of Cisco networking environments.

Key Responsibilities

• Manage relationships with enterprise customers and act as a trusted point of contact.
• Coordinate with Cisco network engineering, project management and internal teams to ensure successful project delivery.
• Support customers through network implementation, migration, upgrades and transformation projects.
• Conduct regular Customer Success Reviews / QBRs / Project Reviews.
• Manage customer escalations, expectations and stakeholder communication.
• Monitor customer satisfaction, project progress, risks and key action items.
• Understand customer requirements and proactively identify opportunities for service improvement and business growth.
• Work closely with Sales, Project Management and Technical teams to ensure a seamless customer experience.
• Prepare customer reports, presentations and project updates.

Required Skills & Experience

• 58 years of overall experience, with 34+ years in Customer Success, Technical Account Management, Customer Relationship Management or similar customer-facing roles.
• Mandatory experience working on customer-facing Cisco networking projects.
• Strong understanding of Cisco networking / Enterprise Networking, including Routing & Switching, LAN/WAN, SD-WAN, network migration or upgrades.
• Experience managing enterprise customers, technical stakeholders and escalations.
• Strong experience conducting QBRs / Customer Success Reviews / Project Reviews.
• Excellent communication, presentation and stakeholder-management skills.
• Working knowledge of Cloud and Cybersecurity is an advantage.

Preferred

• Cisco CCNA / CCNP or relevant Cisco certification.
• ITIL certification.
• Experience working with Cisco partners / Cisco TAC.
• Experience in network transformation or large enterprise networking projects.

Education

Bachelor's degree or equivalent relevant experience.

Ideal Candidate

Customer Success / Technical Account Manager + Cisco Networking Project Experience + Enterprise Customer Management

Note: This is a customer-facing Customer Success role, not a pure Network Engineer position. Strong Cisco networking knowledge and the ability to manage technical discussions with customers and engineering teams are essential.