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Customer Success Manager

Company Cisco
Location San Jose, CA
Update 8 Day ago
Title: Global Enablement Manager

What You'll Do

This position is a highly strategic global role that is integral to the Adopt and Expand function of the newly formed Global Customer Success organization. This role is designed to drive and accelerate mutual success with our customers and partners through effective Adoption and Expansion of Cisco offerings around solutions, services subscriptions and software.

  • Key Responsibilities and Activities:
  • Clear understanding of Cisco Offers and their releases
  • Prioritization of Cisco Offers for consistent approach globally
  • Liaison to Business and Orgs within Cisco
  • Integrated relationship with BE/BU for offer support by Route to Engagement (RTE)
  • Drive Requirements including Sizing, Training and On-boarding
  • Understand and develop Measurements including Health Score and Call to Actions (CTAs)
  • Maintain strong working knowledge of required analytics
  • Continuously drive analytic requirements with BE/Bus, Data Foundation, and the Digital Experience Platform
  • Provide succinct methodology for roll-out by RTE (direct or indirect)
Who You'll Work With
Reports to: Director, Global Customer Success Adopt and Expand

Who You Are
The successful candidate will have a material impact on how our customers value their investment with Cisco by leveraging their investment to achieve their business outcomes. They will also be responsible for enabling and driving consistency with our customers across multiple routes to market.
This candidate will align strategic requirements to Cisco across functional stakeholders that will influence Cisco's long term capabilities and offer portfolio. Identifying and leveraging data analytics and demand generation needs to drive efficiency with our customers.
The successful candidate will be responsible for continuous improvement of processes, while identifying key adoption triggers and call to actions or plays. The candidate will ensure that as an Adopt and Expand team representative they work collaboratively across business units as well as being comfortable effectively communicating with executive leadership

Required Skills and Alignment
  • Strategic thinker, self-driven
o Ability to think "on their feet"
o Integration of automation and analytics for continued process improvements
o Leverage independent industry best practices and bench marking
o Ability to work independently, while achieving desired results
  • Proven ability to execute, by measuring both quantitative and qualitative results
o Quantitative:
? Implement standardized process for offer GTM
? Design an overall customer health score/indicator that is actionable and measurable
? Establish Call to Actions (plays) with identified triggers
? Understand key Adoption barriers and design solutions to overcome
? Develop key expand opportunities via identified triggers
? Design and implement "script" for initial offer approach with consistent process improvement
? Design Health score that is consistent with other offers
? Leverage key adoption triggers for reporting and commit process
? Drive consistent reporting process
? Incorporate benchmarking. Drive continuous improvement

o Qualitative:
? Success Stories
? Customer KPIs
? Best Practices
? Reference ability
  • Executive Communications Skills
o Drive Internal Influence Working cross functionally on common goals
o Ability to tailor communication to diverse audiences
o Articulate messages clearly to a wide audience
o Ability listen to feedback and take action to modify and improve
o Must be able to effectively communicate through both written and verbal skills
  • Align and collaborate with key stakeholders
o Key stakeholders include: Business Unit Executives, Segment Sales Executives, Delivery Executives, GCS Executives, Consulting Executives, Partners and their Executives
o Create and champion company-wide culture of Adoption and Expansion driven within Global Customer Success
o Tightly integrate with Marketing around automation and demand gen opportunities and campaigns
o Align with business units to prioritize products via an on-boarding process for adoption activities and feedback loop for data requirements needed within the offer
o Align with Sales for customer handoffs, understanding key customer KPIs and identified expand opportunities with a keen eye/focus on customer retention
o Align with Finance for standardized measurement and forecasting
o Align with Executive Team driving key metrics, communications and objectives
  • Enhance effectiveness and efficiency through technology
o Develop/acquire analytics platform setting the stage for automation
o Integrate with other Customer Success Management platforms
o Leverage demand gen programs from marketing to personalize the customer experience
o Integrate internal data such as TAC to create a complete customer picture
o Create a repository for Big Data to feed into analytics platform
  • Influence world class team
o Create rapid onboarding process for new team members
o Foster collaboration within team and across customer lifecycle
o Encourage continuous learning within team
o Inspire excellence and effectiveness

Required Experience:
  • 5+ years' experience in customer-facing organizations. Proven successful sales track record is preferred
  • 5+ years of experience with subscription and software offers
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers and a passion for revenue and growth
  • Experience integrating data and analytics into workflows and engagement processes.
  • Software Experience including but not limited to Security, Enterprise Networking, Data Center
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative, with the ability to inspire others
  • Excellent executive level communication and presentation skills
  • Bachelor's degree required.
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.