Customer Experience Manager

Cisco is a leading technology company revolutionizing how data and infrastructure connect and protect organizations. They are seeking a Customer Experience Manager to drive software adoption, customer retention, and value realization for Cisco’s innovative solutions, while leading cross-functional teams and engaging executives to shape customer journeys.

Responsibilities:

• Drives adoption of software, services, and value realization leading to successful renewal and growth
• Proactively manages and mitigates renewal risk throughout customer journey and in alignment with sales and renewals teams, uses risk insights and adoption action plans to increase customer retention rates
• Develops and maintains strong executive and technical influence with customer collaborators to understand their business challenges and objectives
• Advocates for the customer within Cisco, ensuring their needs are met and that they receive high-quality customer experience
• Acts as technology evangelist between customers and Cisco’s product teams, providing feedback to inform product development and enhancements
• Stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert guidance to customers
• Applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows—enhancing scalability, efficiency, and outcomes
• Accountable for financials including services revenue and margin, partnering with service delivery leadership, to make needed strategic investment decisions
• Partners with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals
• Collaborate with sales, delivery, CS, partners, renewals and BE to identify use cases, and design and deliver solutions that drive value and business outcomes for customers
• Leads Customer Value Workshops and CBRs to review adoption progress and drives customer outcomes and benefits expected from Cisco products and services leading to a successful onboarding, adoption, and renewals

Requirements:

• Bachelor's Degree or equivalent combination of skills and experience
• 12+ years in a customer-facing role within an IT company or enterprise IT organization
• Demonstrable experience crafting and driving software adoption plans across diverse technology portfolios
• Demonstrated ability to engage with both customer executives and technical leaders to advance software adoption
• Experience leading multi-functional teams in complex, matrixed organizations
• Solid understanding of Cisco's technology portfolio, especially in the area of [Enterprise, Security, Data Center, Collaboration, Cloud solutions, Service Provider, etc.]
• Industry certifications such as CCNA or relevant
• Experience working closely with sales, renewals, and customer success teams to drive business outcomes
• Strong communication and presentation skills
• Passion for staying current with emerging technologies like AI, ML, automation, and cloud solutions