Manager, Customer Success

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Dallas TX, Lawrenceville GA, Florida
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
    Cloud and Data Center, Internet of Everything, Software Development, Testing
  • Job Id

What You’ll Do

We have an exciting leadership role available on our team! In this role, you will be a highly visible, strategic leader within Cisco’s Global Virtual Sales and Customer Success organization. You and your team will have a material and strategic impact across the entire Cisco subscription portfolio in an assigned territory.  As a successful leader, you will not only directly impact customers and partners who have purchased Cisco subscription solutions but you will provide strategic requirements to Cisco cross functional stakeholders that will influence Cisco’s long term capabilities and offer portfolio.

As the Manager of Global Customer Success Adopt and Expand, you will be accountable for ensuring that all regional customers successfully adopt and realize value from Cisco’s subscription solutions, and for managing a team of Customer Success Managers. This includes developing and executing the in region adopt & expand strategy resulting in a capability that will accelerate the time it takes for customers and / or partners to achieve the business outcomes that they planned to receive from Cisco subscription offers. This strategy will include designing and implementing an efficient and scalable coverage model inclusive of automated touch points as well as effectively shaping and implementing the strategy for data and analytics. You will ensure that execution is consistent with global standards yet, be tailored to accommodate in-region differences. In addition, as the Manager of Customer Success, you will be responsible for qualifying opportunities to expand wallet share within a customer and  /or partner and effectively passing those opportunities to the sales teams.

 Who You’ll Work With

Effective leadership of the Customer Success Manager contributors is critical, along with leading change and influence. As a successful leader, you will be responsible for the continuous improvement of the team and results as well as reporting those results and business plans to key stakeholders to ensure support and alignment across the regional leadership team. You will ensure that the Adopt and Expand team works collaboratively across business units as well be comfortable effectively communicating with executive leadership.   Effective measurement and management of diverse teams is a required skillset.

Who You Are

·         As the Manager of Global Customer Success Adopt and Expand, your background will allow you to do the following:

·         Set the overall vision and strategic Adopt and Expand plan for the Customer Success Managers in assigned territory

·         Ensure the strategy and direction is integrated with and aligned to Cisco and Regional sales business objectives and priorities in assigned territory

·         Represent her/his organization with stakeholders within Cisco and to prospective partners and customers.

·         Drive increases in usage, health scores, and NPS leading to significant, double digit increases in renewal rates, through influence of her/his team

·         Develop creative and repeatable Expand strategies through successful adoption

·         Empower and inspire the organization through effective communication and leadership

·         Advocate innovation and effectively lead through change

·         Be an inspirational role model by challenging and maximizing the strength of the Adopt and Expand team and aligning their efforts to the mission and vision of the organization

·         Serve as the lead spokesperson and ambassador for Adopt and Expand within assigned territory

·         Develop in region initiatives to drive results while integrating Demand Gen activities for all routes to market.

·         Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement

·         Provide detailed and documented requirements to cross functional teams that improve the impact of the Adopt and Expand team.

What You Bring:

·     Bachelor’s degree, Master’s degree preferred.

·     10+ years’ experience in leading customer-facing organizations. Proven successful sales track record is preferred

·     5+ years of experience with subscription and software offers / recurring revenue model

·     Ability to manage influence through persuasion, negotiation, and consensus building

·     Strong empathy for customers and a passion for revenue and growth

·     Experience integrating data and analytics into workflows and engagement processes.

·     Demonstrated desire for continuous learning and improvement

·     Enthusiastic and creative leader with the ability to inspire others

·     Exceptional hiring and talent development skills.

·     Excellent executive level communication and presentation skills

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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