Who You’ll Work WithCustomer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. With the transformation to software subscription, CX is crucial, we are writing a history, and you can contribute to and help shape this ambitious journey we are on.What You’ll DoAs CSEs, we are accountable for the successful adoption and value realization of the products, software, and services our customers have purchased. Best-qualified candidates will demonstrate the following:
Build and orchestrate an integrated customer adoption strategy from solution onboarding to value realization that includes Cisco, partner, and customer stakeholders.
Demonstrated ability to drive post-sales orchestration of Cisco company-wide team and partner resources to provide a unified path to customers’ success
Deep understanding of the "Business of IT": business goals, operational environment, budgeting, regulations, challenges, and operational maturity
Experience handling sales and/or delivery motions within enterprise accounts (org structures, stakeholders, and operating models of large, complex accounts) or equivalency working in a matrixed organization
Align Cisco solutions to appropriate business outcomes and success measures
Provide customer insights based on a solid understanding of the best methodologies for architecture, implementation, adoption, and migration
Partner with Sales to ensure alignment of pre-sales and post-sales strategies
Team Lead of all CX motions
Outstanding written and verbal communications
Ability to analyze and tell stories with data at appropriate stakeholder levels
May require travel
Who You AreYou are an executive leader with excellent customer, partner, and market orientation in software and subscription services. You are an industry inspiring leader who can evangelize Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software and services. In addition, as a CSE you are keen on identifying new opportunities to expand your value within a customer.
Strategic thinker and relationship-building executive with a leadership presence
Experience leading Customer Experience transformation work or Customer Success programs.
Experience building positive relationships and influencing others.
Success leading and coordinating teams to ensure magnificent engagements with clients, partners, and sales teams.
Ability to shift from developing high-level strategies to effective execution, influencing at every level and driving decisions through appropriate collaboration.
Can suggest/explain Cisco technologies and solutions, able to convey sophisticated ideas in a clear, concise manner.
Comfortable working in a highly matrixed and sometimes ambiguous environment.
Authority consultant who advises team members on strategies and standard methodologies.
Motivates, encourages and continually develops team members while handling conflict optimally and building a culture of trust
Required Experience
10+ years of experience in leading customer-facing organizations, Customer Experience transformation work or Customer Success programs.
5+ years of experience working with subscription (software and/or services) offers.
High level of Business Acumen, proven successful consulting experience with key technical and sales acumen.
Ability to handle influence through persuasion, negotiation, and consensus building.
Strong empathy for customers and a passion for revenue and growth.
Demonstrated desire for continuous learning and improvement.
An enthusiastic and creative leader with the ability to inspire others.
Excellent executive-level communication and presentation skills.
Must have experience working with programs, software, and adoption.
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.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! #WeAreCiscoCisco 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.