Technical Customer Experience Manager | GES West (1429040)

Cisco Systems, Inc.; Town of Texas, Houston (WI, TX); On-site; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Technical Customer Experience Manager, where you will be the key driver in ensuring customers realize the full value of innovative technologies. In this pivotal role, you'll engage with executives and technical partners, advocating for their needs while managing financial outcomes and strategic decisions. Your expertise in customer success and technology adoption will empower organizations to maximize their investments, ensuring seamless onboarding and long-term satisfaction. If you're passionate about technology and making a difference, this is the perfect opportunity for you!

Benefits

Flexible work hours

Health insurance

Paid time off for community service

Employee resource groups

Diversity and inclusion initiatives

Qualifications

• 8+ years in technology or client-facing roles.
• Strong knowledge of technology architectures.
• Experience in driving customer adoption and project delivery.

Responsibilities

• Drive software and service adoption for customer success.
• Develop Technical Adoption Plans aligned with customer goals.
• Lead Customer Value Workshops to enhance adoption and renewals.

Skills

Customer Success Management

Technology Adoption

Strategic Problem Solving

Financial Management

Relationship Building

Education

Bachelor's Degree in a related field

Job description

Technical Customer Experience Manager | GES West (1429040)

*The Application Window is expected to close on March 25, 2025.* Customer Experience ManagerWhat You'll DoAs 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. 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.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.Develop and maintain strong executive and technical influence with customers and understand 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 needed strategic financial decisions.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 plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and executionLead 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.Be 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 We AreIn 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.Who You AreYou 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.Our Minimum Qualifications for this Role8 years of related experience in the technology Industry or client facing roleKnowledge of at least two technology architectures (Deep knowledge in at least one architecture)Experience driving successful customer adoption and delivery of projects.Experience leading cross-functional teams in a matrix organization Experience with budgeting and recurring revenue concepts, manage margin and reduce attritionOur Preferred Qualifications for this RoleDrive 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.Develop and maintain strong executive and technical influence with customers and understand 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 needed strategic financial decisions.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 plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and executionLead 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.Be 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.Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

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