Customer Experience Manager

Jobtailor; Arizona; On-site; USD 150,000 - 190,000; Full time

Job summary

Cisco seeks a senior customer value leader to drive software adoption, value realization, and renewal success across strategic accounts in the United States. The role requires heavy cross-functional collaboration with sales, delivery, customer success, partners, and renewals to ensure business outcomes for customers.

The candidate will design value-driven solutions, lead executive briefings, and chair Customer Value Workshops to review progress and mitigate renewal risk.

Qualifications

• Experience driving software adoption and value realization.
• Proven ability to manage customer relationships and renewals.
• Strong cross-functional collaboration with sales, delivery and CS.
• Executive and technical stakeholder influence.
• CCNA or equivalent certification is expected.

Responsibilities

• Drives the adoption of software, services, and value realization.
• Leads successful renewals and growth by proactively managing renewal risk.
• Develops and maintains strong executive and technical influence with customer stakeholders.
• Advocates for customer needs within Cisco.
• Collaborates with sales, delivery, customer success, partners, renewals, and business entities.
• Identifies and design solutions that drive value and business outcomes for customers.
• Leads Customer Value Workshops and CBRs to review adoption progress.

Skills

Customer Relationship Management

Value Realization

Renewal Management

Solution Design

Stakeholder Influence

Education

Bachelor's degree + 12 years related experience

Master's degree + 8 years related experience

PhD + 5 years related experience

CCNA or equivalent certification

Job description

• Drives the adoption of software, services, and value realization
• Leads successful renewals and growth by proactively managing and mitigating renewal risk
• Develops and maintains strong executive and technical influence with customer stakeholders
• Advocates for customer needs within Cisco
• Collaborates with sales, delivery, customer success, partners, renewals, and business entities
• Identifies and design solutions that drive value and business outcomes for customers
• Leads Customer Value Workshops and CBRs to review adoption progress

Requirements

• Bachelors + 12 years of related experience, or Masters + 8 years of related experience, or PhD + 5 years of related experience, or equivalent relevant work experience
• Associate level (e.g., CCNA) or equivalent relevant certification expected
• Industry trend certifications

Core Competencies

Demonstrates expertise in driving software adoption and value realization while effectively managing customer relationships and renewal processes. Strong ability to collaborate across teams and advocate for customer needs to achieve business outcomes.

Highest-signal resume keywords

• Customer Relationship Management
• Value Realization
• Renewal Management
• Solution Design
• Stakeholder Influence

ATS Optimization Keywords

Soft Skills

• Collaboration
• Advocacy
• Leadership

Certifications & Qualifications

• CCNA
• Industry Trend Certifications

Industry Keywords

• Software Adoption
• Customer Success
• Business Outcomes
• Customer Value Workshops
• Executive Influence