Customer Success Manager
2 weeks ago
Customer Success Manager with Contact Center Experience is a must. Find the below responsibilities:
1. Customer Engagement and Relationship Management
- Act as the primary point of contact for the customer, building trust and long-term relationships.
- Develop a thorough understanding of the customer's business goals, challenges, and objectives.
- Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic discussions to align Cisco's offerings with customer needs.
2. Adoption and Value Realization
- Drive product adoption by educating customers on best practices and Cisco’s capabilities.
- Create adoption plans and success metrics to ensure customers fully utilize Cisco solutions.
- Monitor and report on key performance indicators (KPIs) to showcase the value delivered by Cisco solutions.
3. Renewals and Growth
- Collaborate with the Sales and Account teams to identify upselling and cross-selling opportunities.
- Support renewal discussions by demonstrating ongoing value and resolving concerns.
- Identify areas for expanding Cisco’s footprint in the customer's ecosystem.
4. Escalation and Advocacy
- Act as the voice of the customer within Cisco, advocating for their needs and challenges.
- Manage and resolve escalations by coordinating with internal teams and stakeholders.
- Provide feedback to Cisco’s product teams to improve offerings based on customer insights.
5. Collaboration and Coordination
- Work closely with Account Managers, Solution Architects, and Delivery teams to ensure customer success.
- Coordinate with Technical Assistance Centers (TACs) and Cisco Professional Services for issue resolution and solution implementation.
- Partner with Cisco’s Partner Success Managers to ensure seamless delivery and support.
6. Enablement and Training
- Provide resources, training, and knowledge-sharing sessions to help customers maximize their investment.
- Ensure the customer’s team is self-sufficient by facilitating technical enablement and ongoing learning.
7. Data-Driven Insights
- Analyze customer usage data and trends to provide actionable recommendations for improvement.
- Deliver dashboards and reports that highlight the value of Cisco solutions and demonstrate ROI.
8. Strategic Planning
- Develop and execute Customer Success Plans tailored to each customer’s unique requirements.
- Align Cisco’s capabilities with the customer's strategic initiatives to drive transformation.
9. Compliance and Governance
- Ensure customers comply with licensing agreements and other contractual obligations.
- Guide customers on implementing Cisco solutions securely and efficiently to adhere to compliance standards.
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