Customer Experience Manager

2 months ago

Auckland City, New Zealand Cisco Systems Full time

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 foster deep trust and build 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.

**What You'll Do**

As 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, develop technical roadmaps and adoption strategies that will enable them. You will be responsible for ensuring we deliver technology outcomes to our customers. 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.
- Building strong relationships with customers and partners to understand their challenges and objectives, and collaborating with Sales, Delivery, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
- Develop and maintain strong 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 that align with customer goals to maximise their technology investments and expand the Cisco portfolio.
- Build holistic implementation plans aligning Delivery, Partners, Architecture, and Customer Success adoption strategy and execution.
- Lead Customer Value Reviews to demonstrate the implementation and adoption progress, and value realised by the customer through use of the technology.
- 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 With**

In 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 Are**
- 7+ years experience in the technology industry & understanding of financials
- Advanced understanding of IT/ Infrastructure & Software lifecycles
- Direct experience in driving continuous software value through use-case driven engagements with customers
- Good understanding of financial metrics such as AOV, ARR and subscription revenues.
- Good understanding of IT/ Infrastructure & Services
- Demonstrated ability to build relationship with customersAbility to drive cross functional teams to deliver customer outcomes

You 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 improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. You have full working rights in Australia.

**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 pro

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