Customer Experience Manager

Cisco; Richfield (OH); Hybrid; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead the adoption of innovative technologies and services. This pivotal role involves collaborating with technical and operational leaders to ensure successful project delivery and customer satisfaction. The ideal candidate will possess a strategic mindset, exceptional communication skills, and a strong understanding of technology adoption. Join a forward-thinking company that values individuality and teamwork, and play a crucial role in driving customer success and business growth.

Qualifications

• 8 years of experience in customer success and technology adoption.
• Strong background in managing financials and strategic investments.

Responsibilities

• Drive successful adoption of Cisco technologies within customer organizations.
• Develop strategies to ensure customer-aligned outcomes and engagement.

Skills

Customer Success Management

Strategic Problem Solving

Communication Skills

Relationship Building

Financial Management

Education

Bachelor's Degree

Job description

Application window is expected to close on 05/23/2025.

Ideal candidate will work onsite/hybrid in Ohio.

What You'll Do

As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations, leading to value realization and growth of our business. You will be the primary CX point-of-contact for customers, taking end-to-end ownership. You will understand their business and technical objectives and develop strategies to enable them. You will be responsible for ensuring we deliver customer-aligned outcomes and will engage with both executives and technical partners within the customer organization.

Who You'll Work With

You will partner with customer technical and operational leaders and executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. Collaboration with Sales, Renewals, the SDA team, and Deal Acceleration teams is essential to help drive ARR and services growth.

Who You Are

You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and maintain partnerships with our customers. You are adept at managing financials and making strategic investment decisions. You have a proven track record of driving software and service adoption, mitigating renewal risks, and enhancing customer dedication. A deep understanding of Cisco, our technology, and industry landscape, along with acting as a Technology Advocate, is required.

Our Minimum Qualifications for this Role

• 8 years of related experience
• Knowledge of at least one technology architecture
• Experience driving successful customer adoption and delivery of projects
• Experience developing and maintaining strong senior-level relationships
• Experience leading cross-functional teams in a matrix organization
• Experience with budgeting and knowledge of recurring revenue concepts

Our Preferred Qualifications for this Role

• Drive adoption of software, services, and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout the customer journey, leveraging risk insights and adoption action plans to increase customer retention.
• Develop and maintain strong executive and technical influence with customers, understanding their business challenges and objectives.
• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Accountable for financials, including services revenue and margin, and making strategic financial decisions.
• Build and implement Technical Adoption Plans in partnership with CSS to align with customer goals, maximize technology investments, and promote full utilization of our technologies.
• Build end-to-end customer plans aligning delivery, partner, architecture, and customer success adoption strategies and execution.
• Lead Customer Value Workshops and QBRs to review adoption progress, drive customer outcomes, and realize benefits from Cisco products, resulting in successful onboarding, adoption, and renewals.
• Serve as a Technology Evangelist between customers and Cisco’s product teams, providing feedback to inform product development and enhancements.
• Stay up-to-date with the latest Cisco technologies, industry trends, and the competitive landscape to provide expert mentorship to customers.

Why Cisco

#WeAreCisco, where individuality and teamwork drive us to power an inclusive future. Embracing digital transformation, we innovate beyond hardware into software and security, creating intuitive networks that adapt and protect. Our culture fosters innovation, creativity, and learning from failures. We give our best, take accountability, and embrace diversity and equality. Whether you have colorful hair, tattoos, or a passion for technology and world-changing ideas, be yourself with us!

Cisco is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider qualified applicants with arrest and conviction records on a case-by-case basis for employment.