1429716 - Director, Customer Experience - Cisco
San Jose, CA
About the Job
This job will be posted for applications through October 5, 2024
Travel Required: up to 25%
What You'll Do
As a Director, Customer Experience, 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 will be the leader of a team with CX Manager and customer program manager resources and technical support managers. Your team will be responsible for ensuring we deliver customer aligned outcomes, while engaging with both executives and technical partners within the customer. You will have the accountability for customer including AS/TS services, Software adoption and renewals, as you will be the executive point of contact for customers, and you will work with your team to develop strategies that will enable success. You will be responsible for ensuring we deliver the outcomes the customer is expecting from the cisco portfolio and professional services. For this role the success metrics would be P&L, adoption rate, renewal rate, customer sentiments, drive ARR growth and two-in-a-box with sales. You would build technical adoption plan and pull in CSSs, while aligning with sales and CX to identify any renewal risks.
Your responsibilities will include:
* Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and leveraging insights to increase customer retention.
* Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
* Managing financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
* Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of Cisco technologies.
* Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, design and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.
Who You'll Work With
You will orchestrate CX resources across Delivery, HTEC, TAC, CSS, CXC, Renewals, and Partners to drive adoption. You will also work closely with Sales, Renewals, SDA, and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and AST growth.
Who You Are
You are passionate about customer adoption and excel at helping clients understand the value of service delivery. You thrive in collaborative environments, working seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your strong ability to lead outcomes and optimize investment decisions ensures that customers fully realize the benefits of Cisco offerings.
With advanced knowledge of Cisco technology and offerings, you guide and support your clients, helping them navigate and use our solutions to meet their business objectives. Your experience with ARR growth, revenue, and margin accountability equips you to drive business success, making you an invaluable asset to both our customers and our organization.
Your passion for fostering customer relationships and your strategic approach make you a key player in achieving both customer and organizational goals. You are dedicated to ensuring that every customer interaction is an opportunity to enhance value and drive mutual success.
Minimum Qualifications:
* 15 years of related experience in the technology industry or in a client facing role
* Knowledge of two or more technology architectures (such as Collaboration, Security, Data Center or Enterprise Networking)
Preferred Qualifications:
* Experience supporting Service Provider clients, specifically including major accounts such as AT&T and Verizon.
* Accountable in a matrixed environment to ensure successful adoption and delivery of projects.
* Demonstrated ability to leverage executive customer relationships to drive strategic decisions.
* Experience leading a matrixed team aligned to achieving outcomes, provides mentoring and coaching.
* Understand budgeting and recurring revenue concepts, manage margin and reduce attrition.
* Proven experience working with a service provider customers
* Demonstrated understanding of service provider business models, operations, and market trends.
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
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
We offer extensive employee benefits including VTO, 10 paid volunteering days, paid birthday off, 401k match with NO vesting, generous health/dental/vision benefits and much more.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Travel Required: up to 25%
What You'll Do
As a Director, Customer Experience, 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 will be the leader of a team with CX Manager and customer program manager resources and technical support managers. Your team will be responsible for ensuring we deliver customer aligned outcomes, while engaging with both executives and technical partners within the customer. You will have the accountability for customer including AS/TS services, Software adoption and renewals, as you will be the executive point of contact for customers, and you will work with your team to develop strategies that will enable success. You will be responsible for ensuring we deliver the outcomes the customer is expecting from the cisco portfolio and professional services. For this role the success metrics would be P&L, adoption rate, renewal rate, customer sentiments, drive ARR growth and two-in-a-box with sales. You would build technical adoption plan and pull in CSSs, while aligning with sales and CX to identify any renewal risks.
Your responsibilities will include:
* Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and leveraging insights to increase customer retention.
* Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
* Managing financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
* Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of Cisco technologies.
* Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, design and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.
Who You'll Work With
You will orchestrate CX resources across Delivery, HTEC, TAC, CSS, CXC, Renewals, and Partners to drive adoption. You will also work closely with Sales, Renewals, SDA, and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and AST growth.
Who You Are
You are passionate about customer adoption and excel at helping clients understand the value of service delivery. You thrive in collaborative environments, working seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your strong ability to lead outcomes and optimize investment decisions ensures that customers fully realize the benefits of Cisco offerings.
With advanced knowledge of Cisco technology and offerings, you guide and support your clients, helping them navigate and use our solutions to meet their business objectives. Your experience with ARR growth, revenue, and margin accountability equips you to drive business success, making you an invaluable asset to both our customers and our organization.
Your passion for fostering customer relationships and your strategic approach make you a key player in achieving both customer and organizational goals. You are dedicated to ensuring that every customer interaction is an opportunity to enhance value and drive mutual success.
Minimum Qualifications:
* 15 years of related experience in the technology industry or in a client facing role
* Knowledge of two or more technology architectures (such as Collaboration, Security, Data Center or Enterprise Networking)
Preferred Qualifications:
* Experience supporting Service Provider clients, specifically including major accounts such as AT&T and Verizon.
* Accountable in a matrixed environment to ensure successful adoption and delivery of projects.
* Demonstrated ability to leverage executive customer relationships to drive strategic decisions.
* Experience leading a matrixed team aligned to achieving outcomes, provides mentoring and coaching.
* Understand budgeting and recurring revenue concepts, manage margin and reduce attrition.
* Proven experience working with a service provider customers
* Demonstrated understanding of service provider business models, operations, and market trends.
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
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
We offer extensive employee benefits including VTO, 10 paid volunteering days, paid birthday off, 401k match with NO vesting, generous health/dental/vision benefits and much more.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Source : Cisco
