Customer Success Executive
Vor 3 Tagen
The new Customer Experience Executive (CXE) role is a highly visible, strategic position, working with our largest customers.
The CXE will orchestrate the activities of cross-functional Cisco and partner resources in creating and implementing success plans, improving the value realized from Cisco subscription solutions, identifying upsell and cross-sell opportunities, and ultimately achieving high levels of customer satisfaction and retention. In conjunction with these activities, they will provide requirements and solution feedback to internal Cisco partners to positively influence the long-term subscription offer portfolio and capabilities. Key to all of this will be creating an overall customer experience strategy that accelerates, improves, and tracks the business outcomes desired.
This role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams. Who You'll Work With
The CXE will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:
Own the Customer Experience motions and serve as a team lead for all Cisco resources across the Customer Lifecycle activities from onboarding to value realization, expansion, and renewal.
Actively learn customer objectives, purchase intent expectations and overall landscape (e.g. barriers, opportunities).
Identify expansion opportunities working with the extended Cisco team. Educate customers on complementary features, services and solutions that increase overall value.
Aggregate and analyze customer challenges and remove adoption barriers across the account.
Develop and execute key documents and plans (e.g. Success Plan, Health Score Plan, Solution Blueprint, and Integrated Account Plan) in collaboration with the extended account team.
Conduct quarterly onsite visits with customer executives, partners and account teams to ensure continued satisfaction.
Monitor and report on market and competitor activities.
Share stories of value attainment and customer delight - through videos, whitepapers, and use cases.
Understand and demonstrate Cisco internal standard methodologies.
Provide product roadmap requirements.
Acknowledge and act in the best interest of the customer and Cisco. Who You Are
**Executive Presence**: Effectively engage and influence executives and key decision makers.
**Strategic Problem solver**: Develop and implement customer success strategies; manages resources across Cisco, partner and customer.
**Leader**: Ability to form and lead teams. Exceptional team-building and time management skills. Consistent track record in establishing new organizations, procedures, and offerings. Required Experience
15+ years of relevant industry experience; senior management roles within a technical organization preferred
5+ years of experience with subscription and software offers
Bachelor’s degree in engineering, computer science, or business, master’s degree preferred
Industry certifications desired (e.g. ITIL, PMP, COBIT, Six Sigma)
Proficient in Salesforce and Microsoft Office
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you. Why Cisco
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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
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