18 days old

Director, Customer Success Platform

Cisco Systems Inc.
Carolina Shores, NC 28467

Director, Customer Success Platform

We are seeking a senior digital platform leader for customer success with experience leading large scale platform transformation program on Salesforce.

As Director of this team, the individual is responsible for working cross-functionally to set the strategy and define priorities of how we leverage the Salesforce platform to scale our Customer Success teams.  This leader is expected to consistently deliver value through execution.  In this key role, the qualified candidate will be responsible in bridging the strategy across Customer Success Management team, the field teams and executive leadership.  The role will also need to have expertise in how to work closely with IT, Ops and vendors. 

The role will be reporting to a Sr. Director in our Customer Experience organization.

Position responsibilities:

  • Bring thought leadership on enabling platforms for scaling customer success teams
  • Work across customer success leadership, customer success management and senior customer experience leadership on devising strategies that deliver the best solutions
  • Provide best-in-class services for planning, designing, deploying, and supporting digital technology tools 

       Create, manage and deliver of product roadmaps

       Manage budget and execution

  • Focus on stakeholder management, in order to align a unified suite of solutions
  • Understand the need for communications, change management, and training to enable the above
  • Prepare content and leading read outs in executive meetings be able to effectively tell the story
  • Foster a culture of transparency, accountability and innovation to the work at hand

The Team

Customer Experience organization is set up to accelerate our customers success and profitable growth for Cisco and our partners by delivering the best customer experience in the technology industry.  CX is intensely focused in enabling Ciscos transformation to grow recurring revenue through our Software and Services business.   As part of the Platforms team, the individual will drive significant change in our digital landscape as part of the broader ecosystem of teams in this space.

Desired Skills

This is a critical role providing leadership in transforming Customer Experiences digital strategy for years to come. This role requires the ability to translate strategy to execution, great communication skills and cross-functional collaboration with key leaders to ensure effective execution of business outcomes.

  • Prior experience leading customer success teams
  • Working knowledge of business process for high touch, scale and digital motions for enabling customer success
  • Strong interpersonal skills including demonstrated ability to collaborate and influence leaders.

 

Minimum Qualifications

  • Customer Success industry knowledge
  • Working knowledge of the Salesforce platform and products
  • Highly effective communicator
  • Knowledge and experience with agile project methodologies

Why Cisco 

At Cisco, each person brings their rare 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco 

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified individuals will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. 

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 


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Posted: 2021-02-10 Expires: 2021-03-26

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Director, Customer Success Platform

Cisco Systems Inc.
Carolina Shores, NC 28467

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