What You’ll Do
At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. The Customer Success Specialist (CSS) Manager role within Cisco’s Customer Experience (CX) organization is responsible for managing a team of CSSs who own delivery of targeted engagements intended to increase product awareness, share industry best practices, and drive overall product adoption and business value.
You will form and lead a hard-working, well-respected team of CSSs within the Customer Experience organization which exists to make Cisco's customers successful across the customer life cycle. You know your customers’ needs well and can help develop your team, so they delight our customers.
In this role you will also: Build expertise in coaching and mentoring other managers Support the development and execution of Theater/Regional policy, processes and programs for technical adoption Work with CS leadership to improve and accelerate the CS motion Drive long-range strategic planning for and development of innovative adoption processes and programs that remove customer technical adoption barriers in the region Regularly educates internal and external audiences about the Customer Success motion Contribute to product and offer improvement by providing regular lifecycle feedback to internal Cisco entities e.g. BE, Sales, CS Leadership Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth Develop strong relationships through advisory and inclusion, and peers with Theatre and Centers and CS Leadership A willingness to travel 50% or more (pending role requirements)
Who You’ll Work With
You'll build a strong network of cross-functional partners across CX, and Cisco to help our business grow profitably. Your team will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals.
Who You Are
With strong experience of both leading teams through transformation and a passion for customer delight, you have proven the ability to excite, and lead a cross-functional team to deliver strong outcomes. You excel at translating clients' business requirements into a successful and profitable business. You passionately advocate for customers, and you have an obsession with customer success.
At a minimum, we require: Strong to in-depth knowledge of the overall Cisco portfolio and key competitors or in-depth knowledge of specialized products and technologies (e.g. Collaboration, Security, Data Center) Ability to demonstrate the impact of the CSS team on the business (quantitative and qualitative metrics) Detailed understanding of the fundamentals of Services aligned to offer specialization areas, including onboarding, troubleshooting, providing internal/external technical presentations, cross training, features and use cases Previous supervisory experience required Bachelors + 12 years of relevant experience, or Masters + 8 years of related experience
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
#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!