Customer Experience Manager

Cisco Systems; Riyadh; On-site; SAR 420,000 - 660,000; Full time

Job summary

You will join Cisco Customer Experience (CX) as a Customer Experience Manager leading strategic adoption and value realization for Cisco software and services across key Saudi Arabia enterprise accounts. You will partner with Sales, Renewals, CSS, BE and delivery teams to secure measurable outcomes and renewals, maximizing return on technology investments.

As an executive advisor, you will guide lifecycle adoption plans, run Customer Value Workshops and CBRs, and monitor services financials

Qualifications

• Bachelor's degree in a related field (Business, CS, IT, Engineering).
• 12+ years in customer success, service delivery or tech consulting.
• Experience leading end-to-end software adoption for enterprise accounts.
• Financial accountability for services revenue, margin, governance or renewal risk.

Responsibilities

• Take end-to-end accountability for lifecycle adoption plans across 2–3 strategic accounts.
• Lead Customer Value Workshops and Customer Business Reviews (CBRs) with senior IT and business leaders.
• Oversee services financials including revenue, margin, and renewal risk mitigation.
• Identify renewal risks and drive executive alignment to secure renewals.

Skills

Customer success

Service delivery management

Technical account management

Technology consulting

Executive advisor

CBRs/QBRs

Education

Bachelor's degree

Tools

CCNA

Cloud

AI Associate

Job description

Meet the Team

You will join Cisco Customer Experience CX as a Customer Experience Manager leading the strategic alignment adoption and value realization of Cisco software and services across key enterprise accounts in Saudi Arabia In this high-impact role you will partner closely with Sales Renewals Customer Success Specialists CSS Business Entities BE and delivery teams to ensure our customers achieve measurable business outcomes secure long-term renewals and improve the return on their technology investments

Your Impact

As a Customer Experience Manager you will take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans across 2 3 strategic accounts You will serve as a trusted advisor to senior IT and C-level leading Customer Value Workshops and Customer Business Reviews CBRs to demonstrate tangible return on investment and drive technical transformation You will oversee services financials including revenue margin and strategic investment decisions while proactively identifying and mitigating renewal risks Using modern AI automation tools and predictive telemetry dashboards you will streamline technical workflows eliminate adoption barriers and support the voice of the customer across Cisco to deliver top class experiences

Minimum Qualifications

• Bachelor s degree in Business, Computer Science, Information Technology, Engineering, or a related field
• 12+ years of experience in customer success, service delivery management, technical account management, or technology consulting
• Experience leading end-to-end software adoption strategies, customer lifecycle management, and value realization for enterprise accounts
• Demonstrated financial accountability managing services revenue, margin, contract governance, or renewal risk mitigation
• Experience acting as an executive advisor to senior IT and business leaders, driving executive reviews (CBRs/QBRs)
• Associate-level technical certification (e.g., CCNA, Cloud, or AI Associate)