21 days old

Director, Customer Experience

Cisco Systems Inc.
San Jose, CA 95113

What You'll Do

At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. We are looking for an amazing Director to lead the Customer Success Executive team for the theatre reporting to the CX Theatre Leader.

In this high-visibility and high-impact role, you will:

  • Engage with Sales, Partners and customers to drive the value proposition of Ciscos Customer Success motion.
  • Deliver the overall vision and plan for the theatre for our largest customers to ensure they choose, use and love Cisco technology.
  • Build a very strong interlock with Sales, CX Delivery and Renewals to provide an industry-leading customer experience for Cisco customers on their adoption journey.
  • Lead an integrated Customer Success Executive team focused on our top accounts
  • Drive increases in usage, health scores, and NPS leading to significant increases in annual recurring revenue and renewal rates.
  • Empower and inspire the organization through effective communication and leadership.
  • Advocate innovation and optimally lead through change.
  • Be an inspirational role model by challenging and improving the strength of the Customer Success teams and aligning their efforts to the mission and vision of the organization.
  • Ensure close collaboration with Sales and Renewals teams to build a pipeline of Renewals and Expansion opportunities.
  • Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement.

Who You'll Work With

When you work with us, you'll regularly influence our CX Leadership Team and your Sales leadership colleagues, enabling them to make effective and informed decisions on CX lifecycle and offers while we transform Cisco's overall sales and go-to-market approach. You'll build a strong network of cross-functional partners across CX, and Cisco to help our business grow profitably.

You will form and lead a high-performing, well-respected team within the Customer Experience organization which exists to make Cisco's customers successful across the customer life cycle. You will know your customers needs well and can help develop your team, so they delight our customers.


Who You Are

With strong experience of both leading teams through transformation and a passion for customer delight, you have proven the ability to set a vision, excite, and lead a cross-functional team to deliver strong outcomes. You know your customers and you excel at translating their business requirements into a successful and profitable business. You passionately advocate for customers, and you have an obsession with customer success.

You are an excellent teacher and mentor to your team. You can convey the most sophisticated concepts in the simplest of terms. You thrive in a fast-paced, multifaceted and multi-cultural business environment and you can work with a range of sensitive and confidential issues.

At a minimum, we require:

  • You will have 10 years of experience in the software, services and technology industry sector with proven general management experience.
  • Depth leading a customer experience, customer success-oriented function
  • Knowledge of Customer Success/Experience models and motions.
  • A sales-oriented executive with a proven record of accomplishment while being detail oriented, coupled with a heavy emphasis on operating within a fast-paced environment on a global scale.
  • A strategic problem solver with a combination of analytical, influencing, leadership and communication skills coupled with a positive, can-do attitude.
  • Extensive experience of successful customer facing roles.
  • Demonstrable leadership role experience.
  • Excellent executive level communication and presentation skills including experience of presenting in front of large audiences
  • An undergraduate degree in an engineering field (preferably)
  • French language proficiency is an asset

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.


We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!


But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)


Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.


So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.


Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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Posted: 2022-05-04 Expires: 2022-06-03

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Director, Customer Experience

Cisco Systems Inc.
San Jose, CA 95113

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