Servion Global Solutions | Customer Success Manager

3 days ago

mumbai, India Servion Global Solutions Full time

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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