Leader, Customer Experience 1413695

What You’ll Do
- Cisco’s Customer Experience (CX) organization is reformulating how Cisco thinks about accelerating customers through the adoption lifecycle across Cisco’s entire portfolio of products and services. This is a time of unprecedented change both within CX and at Cisco (and we’re looking for top talent who seek out challenges and succeed in ambiguity).
- As a Leader, Customer Experience you will manage a team responsible for delivering value to our customers and accelerating them to their desired business across the Cisco portfolio. Given the wide breadth of Cisco’s offering, our priority is to enable a single, orchestrated experience to our customers. This highly visible, strategic role will be responsible for the day-to-day management of key Customer Success teams as well as lead the transformation of bringing these teams together to engage customers and help them realize business value faster. Day to day, you will:

- Lead Customer Success teams supporting products across the Cisco portfolio to ensure customer value realization
- Driving day-to-day business activities, engaging customers by improving Cisco Experience, and measuring ongoing performance and impact of the teams
- Drive the right set of activities and customer engagement to improve critical metrics around customer sentiment, adoption, retention, and growth (the focus of this opportunity will be to meet and exceed adoption targets)
- Identify the talent needed to address the needs of the customer and drive the appropriate talent and enablement strategy to ensure the right talent is hired, their skills are cultivated and there is a clear career path
- Provide a feedback loop back into Sales and Partner teams regarding the customer adoption progress, key customer adoption barriers, and needed features and/or plays to help customers enable Customer Success as a point of influence into product roadmap
- Engage with sales, Service Delivery and Renewals organizations to ensure awareness of adoption activities, consistent alignment of priorities
- Bring a balanced approach between identifying and promoting change and bringing teams along as we transform how we deliver customer success

Who You’ll Work With
- Our teams are all about adapting quickly to respond to market changes and bringing innovation and new ways of thinking to evolve our operating model. Working across various cross-functional teams across CX and the broader Cisco organization is critical for this role’s success. Key groups include:

- CX Field teams - Understand how the Customer Success roles engage our customers and partner with the leadership in the regions to work out a common model of collaboration across customers
- Business Unit (Product) Organizations - Be accountable for adoption performance to these groups and serve as a key point of customer feedback to advise future product strategy
- Sales, Renewals, and Partner Organizations - Connect into wider Cisco organization and customer-facing roles
- CX Product Management - Understand evolving CX offerings and the scope of customer success roles within them to ensure effective delivery

Who You Are
- Customer Obsessed : Proactively understands customer needs and work across cross-functional teams to develop a comprehensive strategy that enhances customer value
- Business Insight & Detail Oriented : Clear understanding of high-level business landscape including key strategic priorities and driven marketplace, with an equal ability to dig into the details and connect them back to the overall strategy and objectives
- Bias for Action & Unafraid to Challenge Norms : Constantly thinks about what more can be done, with a bias for adapting quickly and stepping up to own efforts without explicit direction
- Impact-Driven & Results-Oriented : Independently seeks out information, solves conceptual problems, corrals resources, and leads collective efforts to drive progress
- Cross-Team Collaborator & Doer : Understands that collaboration is imperative to everything we do, continually working across internal and external teams to understand nuances to problems and an interest in bringing people together to drive a single, coordinated effort to solutioning
- Effective Communicator & Leader : Ability to define a vision and build and rally a team around a shared vision. Clearly articulate challenges and present integrated, thoughtful solutions at the vital depth across both cross-functional teams and senior leadership
- Integrity & Team-First Demeanor : Always operates with the mentality of what is best for the business and the team and consistently acts in alignment to that focus

Minimum Requirements:

- Validated experience with subscription and software offers
- Prior experience running customer-facing teams with a track record for attracting strong talent, fostering inter-team collaboration, and encouraging continuous learning and growth
- Experience working as a CSE or equivalent with solid understanding of bu