Customer Success Manager – Cisco

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

The Cisco Customer Success Manager (Cisco CSM) supports strategic customer relationships with a focus on the consumption of Cisco solutions during the lifecycle. The CSM is responsible for providing knowledge to help deliver immediate value to the customer through communication about the Cisco portfolio. The CSM will serve as a trusted advisor, working directly with Ahead’s account teams to facilitate engagement, identify business outcomes, mitigate adoption barriers, interpret customer usage data, and cultivate new opportunities and account growth.

Roles and Responsibilities

• Manage and support strategic customers, serving as a trusted advisor for their Cisco portfolio.
• Ensure early alignment with customers via Cisco’s Digital Lifecycle Selling Experience.
• Build strong relationships with client leads through organized communication.
• Understand customer’s Cisco subscriptions, Enterprise Agreements, and services support to drive satisfaction.
• Collaborate with internal teams to ensure deployment and continued adoption of solutions.
• Drive adoption and optimize value of Cisco solutions throughout the lifecycle.
• Handle event remediation, including billing issues, overconsumption, and escalations.
• Measure and report on the business impact via Customer Success Plans and reviews.
• Identify new opportunities within the customer’s Cisco portfolio to drive growth.
• Manage renewal opportunities and drive the renewal process.
• Navigate Cisco’s CX Tools and support platforms to ensure effective management.

Experience and Certifications

• 2-4 years of relevant Customer Success Management experience.
• Cisco Customer Success Manager certification preferred.
• Cisco Customer Experience Blackbelt is a plus.

Skills

• Ability to manage change and engage teams.
• Leadership and facilitation skills.
• Excellent communication and presentation skills.
• Ability to manage client issues and escalate when necessary.
• Comfortable interacting with C-level stakeholders.
• Proficient in MS Office (Word, Excel, PowerPoint).

Why AHEAD :

We value diversity and foster an inclusive environment through initiatives like Moving Women AHEAD and RISE AHEAD. We support growth with advanced technologies, cross-department training, and certifications. We also offer comprehensive benefits, paid time off, holidays, and family leave policies to support your work-life balance.

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