Customer Experience Manager

Role Overview

• Serve as the primary post-sale contact, driving customer adoption and value realization of Cisco solutions
• Build trusted relationships, maximizing deep product and industry knowledge to demonstrate advanced features and recommend specific solutions
• Proactively see opportunities to expand customer value through upselling and cross-selling
• Deliver measurable customer outcomes, strengthening loyalty and securing renewals by providing an exceptional end-to-end experience
• Drives adoption of software, services, and value realization leading to successful renewal and growth
• Proactively manages and mitigates renewal risk throughout customer journey
• Develops and maintains strong executive and technical influence with customer collaborators
• Advocates for the customer within Cisco
• Acts as technology evangelist between customers and Cisco’s product teams
• Stays up-to-date with the latest Cisco technologies
• Applies AI and automation tools to analyze customer environments and identify optimization opportunities
• Accountable for financials including services revenue and margin
• Collaborates with sales, delivery, partners, renewals, and BE to identify use cases and design solutions

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
• 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

Tech Stack

• Cloud

Benefits

• medical, dental and vision insurance
• a 401(k) plan with a Cisco matching contribution
• paid parental leave
• short and long-term disability coverage
• basic life insurance
• 10 paid holidays per full calendar year
• 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday
• paid year-end holiday shutdown
• 4 paid days off for personal wellness determined by Cisco
• 16 days of paid vacation time per full calendar year
• sick time off provided on hire date and each January 1st thereafter
• additional paid time away may be requested
• optional 10 paid days per full calendar year to volunteer
• employees are also eligible to earn annual bonuses subject to Cisco’s policies
• performance-based incentive pay on top of their base salary