Customer Success Manager (High Touch), Malaysia

  • Location:
    Kuala Lumpur, Malaysia
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
    Cloud and Data Center, Collaboration, Video, Networking, Security
  • Job Id

What You'll Do
The Customer Success Management Charter is to lead the long-term ADOPTION and EXPANSION strategies of Cisco offerings through regular customer touch points focused on the successful alignment of the customer’s strategic priorities and desired business/operational outcomes; tracked and measured through a jointly developed Adoption Engagement Plan. You will work in close alignment with Cisco Sales and Cisco Service Delivery.

The Customer Success Manager is an integral member of the Account Sales management teams focused on the ADOPT and EXPAND selling motions. They are the trusted advisor helping customers to achieve outcomes through greater adoption and expansion of Cisco solutions.

This role is introduced by Cisco to drive and accelerate mutual success through an effective ADOPTION and EXPANSION of Cisco offerings around solutions, services subscriptions and software either direct or with a partner. The CuSM is assigned to 2-Tier Enterprise, Commercial Select/Territory and SLED where Cisco has previously positioned a relevant set of its products and services through the LAND sales motion. A typical CuSM is assigned to 75 accounts at any one time but is heavily used in automation and predictive analytics to maintain scale.

As an additional result derived from the appropriate execution of this role, a timely and extended RENEW sales motion is facilitated to the respective Cisco Sales teams.

Key Responsibilities and Activities
• Demonstrate the acquired knowledge of the customer to ensure Cisco enables Customer Success and achieve their Business Outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions.
• Focus on ensuring Cisco customers successfully improve the value they receive from our solutions and attain their business outcomes through Cisco AS, TS, Manage & Operate, Consulting Services, Software, Cloud and XaaS solutions, as well as any other components that are suitable for a subscription model.
• Drive ADOPTION, and positioning of solutions throughout all stages – Plan, Build, and Manage – of the Lifecycle inclusive of all Cisco offers, leading to appropriate renewal rates and referrals along with the development of new opportunities.
• Facilitate the consumption of Cisco Solutions.
• Measure and report the impact of the offerings currently in place, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes.
• Lead to the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer.
• Actively qualify, communicate and transition the found opportunities into Cisco Sales.
• Follow the execution of the ADOPT and EXPAND motions of Cisco Solutions as described in the documented Playbooks.

Who You'll Work With
You will be part of the ASEAN theatre Adopt & Expand team with focus on the adoption of Cisco Architecture portfolio improving client's return on investment. This will be customer engagement by teaming up with partners, account, delivery teams and other partners, as required.

Who You Are
• 5+ years technical, business and/or sales experience supporting Enterprise Accounts
• Technical (preferable) / Sales experience with the Cross Architecture solutions, particularly in Security, Enterprise Networking, Cisco or other vendor solutions
• Executive level communication and presentation skills, including value messaging
• Strong awareness of Cisco, including both the company and solution offers, and general comprehension of telecommunications and internetworking technology
• An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the ADOPT and EXPAND motion
• Effective interpersonal and time management skills
• Accustomed to working effectively within all levels of an organization
• Ability to align Cisco Services with customer at a business level
• Diversified customer relationship development
• Skilled at issue management and managing customer expectations
• Education or equivalent experience: 4 year higher education degree
• Industry certifications a plus (e.g. CISSP, ITIL, PMP, COBIT, Six Sigma)

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.

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