Customer Success Manager

1 week ago

Mumbai, Maharashtra, India Cisco Full time

About the Role

Cisco is reshaping its Customer Experience (CX) Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, you will focus on value creation for customers across the whole portfolio of products, software, and services.

As a Customer Success Manager, you will help customers improve the value of their Cisco technology investments. Your role will be essential in encouraging deep trust and forming lasting relationships with our customers.

Key Responsibilities

  • Drive software utilization and value realization, leading to customer renewals and business growth.
  • Proactively handle renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
  • Build positive relationships with customer partners to understand their challenges and objectives, and collaborate with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
  • Act as a technology advocate, providing feedback to Cisco's product teams for development and improvements, and stay current with the latest Cisco technologies, competitive landscape, and industry trends.
  • Offer authoritative mentorship to customers, ensuring they achieve their business and technical goals with Cisco technologies.

Requirements

  • 7+ years of experience in the technology industry.
  • Understanding of IT/Infrastructure & Software.
  • Confirmed ability to drive continuous software value through use cases.
  • Strategic planning in a related function with direct customer advocacy and engagement in post-sales or professional services function.
  • Proactive and strategic, with a passion for driving software utilization to accelerate business outcomes.
  • Excellent at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment.
  • Ability to connect Cisco's offerings to success measures and remove adoption barriers.
  • Focused on driving ARR growth and working with Renewals and Sales teams.
  • Keen eye for identifying new opportunities and dedicated to ensuring customer success and happiness.

About Cisco

Cisco's Customer Experience (CX) team is at the forefront of innovation, empowering customers to achieve their business and technical goals. We celebrate diversity and believe that varied perspectives drive innovation and excellence. Join us in shaping the future of customer experience.

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