Cisco CX manager

A Cisco Customer Success Manager (CSM) will work closely with a designated portfolio of customers to ensure they achieve their desired business outcomes through the effective use of Cisco solutions. To serve as a trusted advisor, guide customers throughout their journey, and to help drive product adoption, satisfaction, and renewals.

 
Responsibilities (Managerial & Operational)

Customer Engagement & Advocacy:

• Develop strong relationships with customers to ensure a deep understanding of their business goals, challenges, and needs.
• Proactively engage with customers to drive product adoption and ensure they benefit maximum value from Cisco’s solutions.
• Advocate for customers within Cisco to ensure their needs and concerns are addressed.

Onboarding & Training:

• Lead customer onboarding processes to ensure smooth implementation of Cisco products and services.
• Conduct training sessions to ensure customers’ teams are proficient in using Cisco solutions.

Product Adoption & Value Realization:

• Monitor and drive the adoption of Cisco solutions within the customer’s environment.
• Identify opportunities to expand product usage and value, and drive customer awareness of additional features and products.
• Work with customers to set KPIs and ensure they are met through product usage.

Customer Health Management:

• Monitor the health of customer relationships using health scores and engagement metrics.
• Identify risks and work proactively to resolve issues that could impact customer satisfaction or retention.

Renewals & Expansion:

• Manage contract renewals and work with sales teams and Renewal Manger to identify and drive opportunities for upsell and cross-sell.
• Provide visibility into customer success metrics and work towards increasing renewals, upsells, and product expansion.

Customer Feedback & Improvement:

• Collect and relay feedback from customers to the product and engineering teams to improve our offerings.
• Participate in regular customer review meetings to assess progress, gather feedback, and ensure continuous alignment with their business needs.

Collaboration with Internal Teams:

• Collaborate with Sales, Technical Support, Engineering, and Product Management teams to address customer needs and issues.
• Share customer insights with the broader Cisco team to enhance overall customer experience.
• Considerate of co-workers.

Reporting: 

• Regularly report on customer success metrics and performance, ensuring the customer is on track to achieve their business goals.
• Share insights and progress updates with customers and internal teams, highlighting successes, areas for improvement, and any adjustments needed to meet customer objectives.
• Create and present reports (such as Success Plans or Health Index) to both customers and internal stakeholders, ensuring transparency in customer progress and needs.

Training and Certification Compliance

• Actively participate in all required training sessions and professional development programs, demonstrating a commitment to continuous learning. Successfully complete all associated assessments and certification exams within designated timelines.

Salary: upon the interview

Interested candidates can send their CV to the e-mail address in the Apply for job button by mentioning (Cisco CX manager)  in the subject line.