Key skills
Cisco Enterprise AgreementsCisco Products KnowledgeCisco Customer Success Manager CertificationCisco Customer Experience BlackbeltTotango Customer Success PlatformMicrosoft WordMicrosoft ExcelMicrosoft PowerPointCisco Buying Models WPACisco Buying Models IPACisco Buying Models CX EACisco Buying Models EACisco Buying Models ALC SoftwareCisco CX Tools Partner Experience PlatformCisco CX Tools Subscription WorkbenchCisco CX Tools CCW-RCisco CX Tools WorkspanCisco CX Tools Cisco Software CentralCisco CX Tools Smart AccountsCisco CX Tools EA WorkspaceCisco CX Tools Lifecycle AdvantageCisco CX Tools Customer Service HubCisco Service Levels StandardCisco Service Levels EnhancedCisco Service Levels SignatureCisco Service Levels Cisco IQChange ManagementClient Issue ManagementPriority ManagementStakeholder CommunicationFacilitationCRReactLeadershipCommunicationPresentation SkillsCustomer Success
About this role
AHEAD builds platforms for digital business and is seeking a Cisco Customer Success Manager (CSM) to support strategic enterprise-level relationships focused on Cisco Enterprise Agreements. The CSM will act as a trusted advisor, helping customers optimize their use of Cisco solutions, drive account growth, and ensure a positive customer experience.
Responsibilities:
- Manage and support a dedicated group of strategic customers, serving as the trusted advisor of their Cisco Enterprise Agreement portfolio
- Ensure early, strategic alignment with the account teams and customers for best understanding of the customer’s positioning and intention to purchase/renew their Cisco solutions
- Work to build strong relationships with assigned client leads, both internal and Cisco dedicated, to align for one unified support motion
- Ensure a concise understanding of the customer’s Cisco subscriptions, enterprise agreements, and services support, while pairing business objectives that drive satisfaction in the customer experience
- Collaborate with internal teams to ensure deployment of solutions and continued adoption
- Partner with Cisco’s specialized resources to ensure a strategic and smooth onboarding of software entitlements in the enterprise agreement
- Drive adoption and consumption of Cisco solutions throughout the defined stages of the lifecycle while successfully optimizing the value received
- Handle event remediation including Exceptional Growth True Forwards, Annual True Forwards, Value-Shift, modifications, non-provisioned subscriptions, and customer escalations
- Measure and report on the consumption status of software and services entitlements via organized Quarterly Success Reviews
- Proactively identify and communicate new opportunities within customer’s Cisco portfolio to drive account growth and future strategy
- Collaborate with Cisco’s Asset Management team for monitoring and mitigation of asset service levels, while advising on best practices to remediate overconsumed levels
- Identify renewal opportunities and drive renewals process alongside the Ahead Renewals Team
- Drive adoption use-case requirements within the Cisco Lifecycle Incentive Program
- Understand Cisco’s multiple buying models that focus on software, hardware, and services requirements: WPA, IPA, CX EA, EA, ALC Software, etc
- Navigate the use of Cisco’s dedicated CX Tools: including but not limited to: Partner Experience Platform, Subscription Workbench, CCW-R, Workspan, Cisco Software Central, Smart Accounts, EA Workspace, Lifecycle Advantage, and Customer Service Hub
- Ensure understanding of Cisco services levels and the digital support platform: Standard, Enhanced, Signature, Cisco IQ
Requirements:
- 2-4 years of relevant Customer Success Management experience
- Strong ability to manage change and engage team members
- Capable of providing direction and leadership to others
- Good facilitation and communication skills
- Excellent presentation skills
- Ability to manage and escalate client issues
- Ability to react and adjust priorities of tasks
- Comfortable in communicating and interacting with C-level customer stakeholders
- Proficient In MS Office
- MS Word – must be able to create and modify documents
- MS Excel – create and modify pivot tables, manipulate data, create charts and graphs
- MS Power Point – create and modify presentations
- Cisco Customer Success Manager certified preferred
- Cisco Customer Experience Blackbelt is a plus
- Experience with Totango's Customer Success platform is a plus