Customer Experience Manager
4 weeks ago
Job Title: Community and Customer Experience Executive
Job Summary:
We are seeking a seasoned Customer Experience Executive to drive the successful adoption and utilization of Cisco technologies and services within our customer organizations. As a key member of our team, you will play a pivotal role in driving value realization and growth of our business.
Key Responsibilities:
- Drive Adoption and Renewal: Proactively manage and mitigate renewal risk throughout the customer journey, leveraging risk insights and adoption action plans to increase customer retention rates.
- Develop Executive Relationships: Develop and maintain strong executive and technical influence with customers, understanding their business challenges and objectives.
- Advocate for Customers: Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
- Financial Management: Accountable for financials including services revenue and margin, making needed strategic financial decisions.
- Technical Adoption Plans: Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximize their technology investments and promote the full use of our technologies.
- E2E Customer Plan: Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution.
Who You'll Work With: In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization.
Who You Are: You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improving customer dedication.
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