Technical Customer Experience Manager

Cisco Systems, Inc.; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance the adoption of innovative technologies and services. In this pivotal role, you will engage with customers to understand their objectives, advocate for their needs, and drive value realization. You will collaborate with various teams to ensure successful onboarding and renewals while managing financials and strategic decisions. This role offers a unique opportunity to influence customer outcomes and contribute to the growth of the business in a dynamic environment that values diversity and inclusion.

Benefits

Paid Volunteer Time Off

Diversity and Inclusion Programs

Learning and Development Opportunities

Hybrid Work Environment

Qualifications

• 8+ years of experience in customer success and technology adoption.
• Strong communication and relationship-building skills.
• Experience with budgeting and recurring revenue concepts.

Responsibilities

• Drive adoption of software and services, managing renewal risks.
• Build and implement Technical Adoption Plans aligned with customer goals.
• Lead Customer Value Workshops to review adoption progress.

Skills

Customer Success

Technology Adoption

Relationship Building

Strategic Problem Solving

Financial Management

Education

Bachelor's Degree

Master's Degree (Preferred)

Tools

Cisco Technologies

Cloud Infrastructure

Security Solutions

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 will be 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 also collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Your Impact

You will understand customers' Business and Technical objectives and develop strategies to enable them. You will be responsible for delivering customer-aligned outcomes and engaging with both executives and technical partners within the customer organization.

• Drive adoption of software, services, and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout the customer journey, in alignment with the Renewals team, leveraging risk insights and adoption action plans to increase customer retention rates.
• 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 as needed.
• 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.
• Build E2E Customer plans aligning Delivery, Partner, Architecture, and Customer Success adoption strategies and execution.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive customer outcomes and benefits from Cisco products, resulting in successful onboarding, adoption, and renewals.
• Act as a Technology Evangelist between customers and Cisco's product teams, providing feedback to advise product development and enhancements.
• 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 customers. You're 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 improving customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Minimum Qualifications

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

Preferred Qualification

• Working knowledge of healthcare provider industry

#WeAreCisco

#WeAreCisco, where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees' diverse backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers, where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best but be their best.

We understand our outstanding opportunity to bring communities together, and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!