Customer Success Manager – 2015010, G12

What You'll Do

As a Customer Success Manager, you play a crucial role in helping our customers successfully deliver, adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals whilst orchestrating and overseeing our transactional and subscription based delivery. Your responsibilities will include:

Driving software utilization and value realization, leading to customer renewals and business growth.

Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.

Looking for services opportunities and demonstrating the value of Cisco services to our customers

Enabling the effective and efficient delivery of our services to ensure customer satisfaction and retention whilst meeting the internal goals related to P&L management.

Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.

Acting as a technology advocate, providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.

Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.

Who You'll Work With:

You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, Delivery Teams and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth, and also partnering with our Delivery Teams to ensure the highest level of quality and value. This collaborative environment will enable you to leverage the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.

Who You Are:

10+ years experience in the technology industry

Sophisticated understanding of IT/ Infrastructure & Software

Confirmed ability to drive continuous software value through use cases

Strong understanding and experience in service delivery and managing a P&L

Proven experience in a related function with direct customer advocacy and engagement in post sales or professional services function.​

You are proactive and strategic, with a passion for driving delivery excellence and software utilization to accelerate business outcomes. You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment.

Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth, delivery excellence and work collaboratively with Renewals, Delivery and Sales teams.

You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and satisfaction.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.