Manager, Cloud Collaboration Customer Success

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Video
  • Job Id
    1222387
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Manager, Cloud Collaboration Customer Success


This highly strategic role is integral to the transformation of the Cisco Spark Customer Success (CS) organization. The successful, visionary individual will be a customer-focused adoption and growth leader supporting Cisco’s global community of end customers and distribution partners of our Spark and WebEx offerings. In addition, you will contribute to Cisco's collaboration business by playing a pivotal role in the growth of Cisco’s newest SaaS offering, Spark. Widely hailed in the press and by industry analysts, Spark is a next generation suite of cloud collaboration services spanning business grade message, meeting, call, rooms and an extensive suite of open API’s.


What you'll do


As a Manager for Cisco Spark Customer Success, your mission will be to lead a team of customer success managers and provide thought leadership for the CS organization. This includes defining industry leading customer service strategies for Cisco’s growing portfolio of cloud based collaboration offers.

Business partner to key partners including sales, marketing/digital marketing, support and our partner community.


Additional responsibilities: 

  • Drive an integrated relationship with BE/BU
  • Understand and develop measurements including Health Score and Call to Actions (CTAs)
  • Maintain strong working knowledge of required analytics
  • Create and champion company-wide culture of Adoption and Growth within Customer Success
  • Align with stakeholders for customer handoffs, understanding key customer KPIs and identifying growth opportunities with a keen eye/focus on customer retention
  • Align with leadership team driving key metrics, communications and objectives


Who You Are

You are an experienced leader who is passionate about building a team of CSMs that is customer centric, results oriented and builds a strong partnership with sales.

  • Exceptional leader and teammate who is upbeat, driven and a mentor
  • Foster collaboration within team and across customer lifecycle
  • Encourage learning within team
  • Inspire excellence and effectiveness
  • Demonstrated success working closely with deeply talented research, engineering, sales, support and marketing organizations to optimize the product development process.
  • Demonstrated track record of success leading a customer success or inside sales/support organization with a focus on customer happiness, product adoption, business growth, and customer retention.
  • Ability to coach, support, and inspire the existing team while facilitating the growth necessary to support Cisco's new business initiatives.

Passionate

  • A desire to continually drive faster “time to value” and improve overall experience for our customers
  • A digital experience expert with true love for all things mobile and social
  • Naturally geared toward driving results while nurturing a fun-filled work environment where the extraordinary is encouraged, reached and exceeded
  • Eager to work with product, engineering, sales, digital marketing, and support teams to make decisions about complex problems associated with the Customer Success function across multiple products, and global markets
  • Organically partners and communicates across functions to drive a comprehensive understanding of all product capabilities, ROI and marketplace needs
  • Ability to lead influence through persuasion, negotiation, and consensus building
  • Empathy for customers and a real passion for revenue and growth
  • Enthusiastic and creative, with the ability to inspire others

Results Oriented

  • Consistently optimizes performance and delivers business results based on the analysis and key performance indicators
  • Ability to easily transition from technical details to strategic planning
  • An individual with strong blend of analytical decision-making and creative problem solving skills
  • Desire to work in a fast-paced growth environment where we make decisions and then design, build and ship high-quality products on time.
  • Understand key Adoption barriers and design solutions to overcome

An Executive Communicator

  • Drive influence working cross functionally on common goals
  • Articulate messages clearly to a wide audience
  • Ability listen to feedback and take action to modify and improve

Minimum Qualifications:

  • 15+ years of forward-thinking business leadership responsibility in the areas of customer success for SaaS applications. Experience in inside sales, customer service, and digital marketing are a plus.
  • Track record of success in building and running the transformation of a global organization, engaging with customers and partners, and driving a forward-looking fully integrated roadmap for the customer success function across all aspects of the business solution to secure desired business outcomes.
  • Extraordinary communicator with superior interpersonal skills and comfortable speaking at Trade shows and other customer-facing events
  • Experience leading/supporting market sales engagements and developing initial relationships into long term partnerships and sales
  • Detailed understanding of the collaboration ecosystem, with strength in mobile, voice, video and inter-team dynamics.
  • Working knowledge of modern analytics strategies data visualization, routinely reporting market conditions and product metrics
  • Experience with Agile development processes and product management

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. 

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