4 days old
2018-07-102018-08-09

Customer Success Manager (CSM)

Cisco Systems Inc.
  • Job Code
    1223240
Customer Success Manager (CSM)

Customer Success Manager (CSM)

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Video
  • Job Id
    1223240
New

Customer Success Manager (CSM)


This position is a highly strategic role that is responsible for driving adoption of Cisco collaboration solutions and identifying growth opportunities to expand Cisco’s footprint, while demonstrating the value and benefits to your customers.

Your strong communications skills will drive and accelerate mutual success with our customers, partners and stakeholders in a cross-functional environment. Executing against and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results.  Sharing best practices with your Customer Success peers and Cisco colleagues, you will be part of a dynamic and collaborative team that is increasingly more critical to Cisco’s vision and strategy.

 

What You’ll Do


The CSM is charged to document and share customer best practices with the global team and implement best practices from the global community within their assigned accounts. Each CSM will be expected to build cross functional relationships within Cisco to more effectively support the customer.

  • Own the complete customer lifecycle of onboarding, adoption, expansion and renewal.
  • Strive to continually drive faster “time to value” and improve overall experience for our customers.
  • Ensure proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks.
  • Identify opportunities for upselling and cross selling Cisco cloud collaboration products and services.
  • Discover use cases, uncover business need and drive increased adoption.
  • Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
  • Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience.
  • Identify, build and maintain line of business relationships.
  • Frequent customer visits to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions. Establish a common understanding with the customer for the ROI they are receiving from Cisco Solutions as the strategy is executed.
  • Leverage the acquired knowledge of the customer to ensure Cisco enables the customer to achieve their Business Outcomes through onboarding, adoption, expansion and renewal.
  • Meet pre-defined metrics around revenue growth through upsell/cross sell & deep Spark adoption.

 

Who You Are


The successful candidate will have a material impact on how our customers value their investment with Cisco by leveraging their investment to achieve their business outcomes.   The successful candidate will be responsible for continuous improvement of processes, while identifying key adoption triggers and call to actions or plays. The candidate will work collaboratively with the business unit as well as effectively communicating with executive customer line of business contacts.

  • Minimum 5 years of experience in the technology industry
  • Previous Customer Success (or strategic customer service) experience in SaaS based company
  • Strategic thinker, account management, forward looking approach with strong commitment to customer success
  • Laser focus on reducing churn, increased product usage & Spark adoption
  • Strong communication, consultative, influence and presentation skills
  • Focused attention to detail allowing for delivery of high quality end user experiences. Proven team player and ability to orchestrate value in coordination with multiple stakeholders
  • Willingness to learn, adapt and lead change within Cisco
  • Comfortable working in a fast paced, dynamic environment to meet evolving business requirements
  • Ability to articulate value messaging and influence adoption
  • Affinity towards Cisco collaborations solutions
  • Entrepreneurial approach to business and the ability to establish a holistic view as it relates to the motions driven out of Customer Success
  • Education or equivalent experience: 4-year higher education degree
  • Customer travel required


Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco



Disclaimer:

 

We’re going to need the talent of the future, some now, and some in coming months. If you are reading this posting, know that while this “job” isn’t for a specific role or opening, as we look for the right talent, we want to know about you, your interests and your skills.

 

If you want to learn more about working for Cisco and how you can be a part of the exciting things employees are working on here, then please submit your resume against this requisition so that when the right role comes along, a Cisco representative can contact you directly.

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Cisco Systems Inc.

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