23 days old

Digital Journey Architect - Network Automation

Cisco Systems Inc.
Richardson, TX 75080

What Youll Do

In this critical role, you will define and shape the customer adoption journey across global geos, buying programs, architectures, solution domains, use cases, products, platforms and systems. A core requirement is the ability to develop customer centric high-level capability roadmaps outlining the key areas of value realization that will lead to a frictionless renewal managing the customers experience.  As the journey manager you are the owner within the business of driving the adoption experience.  This specific role is for Enterprise Network Automation.

Detailed tasks would include:

  • Partnering with our product management organization as they build detailed use case journeys to ensure they understand the bigger picture
  • Auditing and mapping of the customer adoption journeys across all media and routes to market for the Enterprise Networking architecture.
  • Defines the glue between different elements of Cisco to enable the frictionless renewal for the customer based upon what the customer purchased and value to realize
  • Optimizing, testing and validating existing customer adoption journeys, implementing testing programs, and using customer insight and data to refine the customers journey to value realization and renewal
  • Work in partnership with the architectural insights role to link the adoption journey with performance insights as well as our lifecycle content development team to ensure customer effort scoring is measured in our digital experience answering:  Are we making it easier for our customers to find answers to their questions with the material we are making available digitally?

You are a connector correlating insights across many functions to dramatically impact the timeliness for completion of bringing on new programs.


Specific Responsibilities Include:

       Leads the strategy and development of the customer experience and journey through the portfolio as a competitive advantage

       Works closely with product management on definition of adoption framework for use case, product telemetry availability and with digital teams on design, execution, and reporting

       Adoption (of software enabled capabilities) is the primary focus for the Journey manager outlining how everything else outside of those plays fit together into the complete customer experience use case, self-serve digital, email, analytics/insights, CTA, buying EA program, license consumption, value, renewals

       Anchoring a customer in mindset for delivering business outcomes in the context of use cases defined in our adoption frameworks

       Smooth and speed the customers realization of value thereby removing renewal risk by providing curated resources aligned to the use case adoption framework and CX lifecycle stage to address adoption barriers though self-serve digital, hybrid (CTAs), and proactive personalized analytics and insights

       Partner with our digital team to scale our customer success presence

       Participate in driving continual improvement measured by metrics agreed to with business ops managers that allow us to tweak program motions and tactics in the middle that program leads drive

 

Who You Are

You are a motivated self-starter with a bias for action. You have a proven track record in performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlines effectively. You have the ability to create compelling fact-based strategies that drive action using concise business terms.  You can make strategy actionable.


Our minimum requirements:

       Your role is people, data, and communications intensive; it requires excellent leadership, critical thinking, independence, organization, data analysis, presentation, and communication skills

  • Bachelor degree required; Masters preferred
  • 5+ years experience in business operations for sophisticated technologies sold via a recurring revenue model.  Cisco experience preferred

       Working knowledge of SFDC reporting and Excel data file manipulation to generate actionable insights.  Comfortable with Salesforce, Excel, and other data analysis tools and databases (Tableau, Looker, Snowflake, etc...)

  • Strong leadership, communication and organizational skills with the flexibility to shift priority projects as required.  Excellent written and verbal communications including the ability to communicate complex ideas via simple and intuitive communications
  • Analytical skills to develop insights into complex business issues

       Ability to influence others yet open to different perspectives


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.

Colourful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAr

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Posted: 2021-04-14 Expires: 2021-05-14

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Digital Journey Architect - Network Automation

Cisco Systems Inc.
Richardson, TX 75080

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