Technical Customer Experience Manager

Cisco; New York (NY); On-site; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead the adoption of innovative technologies and services. In this pivotal role, you will collaborate with various teams to ensure customer success and drive value realization. You will engage with executives and technical partners, advocating for customer needs while managing financials and strategic decisions. This role requires a strategic problem solver with strong relationship-building skills and a deep understanding of technology adoption. Join a dynamic team where your contributions can significantly impact customer satisfaction and business growth.

Qualifications

• 8+ years in customer success with a focus on technology adoption.
• Strong communication and relationship-building skills.

Responsibilities

• Drive software and services adoption to ensure customer success.
• Develop strategies to enhance customer relationships and outcomes.

Skills

Customer Success

Relationship Building

Strategic Problem Solving

Financial Management

Technology Adoption

Education

8 years of related experience

Tools

Cisco Technologies

Cloud Infrastructure

Security Architecture

Collaboration Tools

Job description

The application window is expected to close on: 5/2/25.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The preferred work location for this role is New York, New York.

Meet the Team

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're the primary CX point-of-contact for customers taking end-to-end ownership. In this role, you'll 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. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Your Impact

You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

1. Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.
2. Develop and maintain strong executive and technical influence with customers and understanding their business challenges and objectives.
3. Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
4. Accountable for financials including services revenue and margin and making needed strategic financial decisions.
5. Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximize their technology investments and promote the full use of our technologies.
6. Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution.
7. Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals.
8. Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and enhancements.
9. Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.

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 build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Minimum Qualifications

1. 8 years of related experience.
2. Knowledge of at least one technology architecture (Security, Enterprise Networking, Cloud Infrastructure & Software (Data Center), Collaboration / Contact Center).
3. Experience driving successful customer adoption and delivery of projects.
4. Experience developing and maintaining strong senior level relationships.
5. Experience with budgeting and knowledge of recurring revenue concepts.

Preferred Qualification

1. Working knowledge of healthcare provider industry.

#WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and 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 for employment, on a case by case basis, qualified applicants with arrest and conviction records.