Customer Experience Manager
vor 2 Monaten
We're enhancing how we engage with customers, manage their journey, and collaborate across CX. Our goal is to make the customer experience more intuitive, enabling customers to maximize the value of their technology investments faster. By building trust and fostering long-term relationships, we are committed to placing customers at the center of everything we do. This approach strengthens customer and partner engagement, accelerates adoption, simplifies the customer experience, and improves satisfaction.What 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 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 needed strategic financial decisions.Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximise 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 execution.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.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 You'll Work WithIn 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 Are7+ years experience in the technology industry & understanding of financialsGood understanding of IT/ Infrastructure & ServicesDemonstrated ability to build relationship with customersAbility to drive cross functional teams to deliver customer outcomesHave NV1 or NV2 (preferred) clearance for consulting with our customersYou 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 improving customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. You will need to have full Australian working rights.Why Join Us?Join Cisco's Customer Experience (CX) team and be a part of an exciting transformation We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers maximize the value of their Cisco technology investments. Your role will be crucial in fostering deep trust and building lasting relationships with our customers.By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer's needs and accelerates their ability to realize outcomes effectively.We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you
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