Customer Experience Manager

Cisco is a leading technology company focused on revolutionizing how data and infrastructure connect and protect organizations. The Customer Experience Manager will 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