1+ months

Manager, Customer Success Specialist (CSS) - Public Sector

Cisco Systems Inc.
Carolina Shores, NC 28467


What Youll 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. The Customer Success Specialist (CSS) Manager role within Ciscos Customer Experience (CX) organization is responsible for leading a team of Customer Success Specialists (CSSs) who own delivery of targeted engagements intended to increase product awareness, share industry best practices, and drive overall product adoption and business value.

You will form and lead a high-performing, well-respected team of CSSs 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 Youll Work With

o   Build, mentor, and coach your team to drive productivity and improve business value

o   Support the development and execution of Theater/Regional policy, processes and programs for technical adoption

o   Seek to evangelise to internal and external audiences about the Customer Success motion

o   Build a very strong interlock with US Public Sector Sales, CX Delivery and Renewals to provide an industry-leading customer experience for Cisco customers on their adoption journey.

o   Contribute to product and offer improvement by providing regular lifecycle feedback to internal Cisco entities e.g. BE, Sales, CS Leadership

o   Consult and establish trusted advisor status within the CS leadership teams

o   A willingness to travel 50% or more (pending role requirements)

Who You Are

With strong experience of both leading teams through transformation and a passion for customer delight, you have shown the ability to excite, and lead a cross-functional team to deliver strong outcomes. 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 complex concepts in the simplest of terms. You thrive in a fast-paced, dynamic business environment.

At a minimum, we require:
- A strong knowledge of the overall Cisco portfolio, key competitors, and one or more architectures (Enterprise Networking, Collaboration, Security, Datacenter)
-A strong knowledge of the overall Cisco Services portfolio with deep subject matter expertise in one or more areas (Collectors, APIs, Telemetry or Analytics)
- Industry experience in Channel Partner ecosystems
- Extensive experience of successful customer facing roles. Public Sector experience highly desired.
- Ability to demonstrate the impact of the CSS team on the business (quantitative and qualitative metrics)
- Detailed understanding of the fundamentals of Services aligned to offer specialization areas, including onboarding, troubleshooting, providing internal/external technical presentations, cross training, features and use cases
- Excellent executive level communication and presentation skills
- 4+ years of experience in a people leader role with direct reports. Experience leading deep technical architecture or engineering teams is preferred.
- Bachelors + 12 years of relevant experience, or Masters + 8 years of related experience

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!


Posted: 2020-12-18 Expires: 2021-04-28

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Manager, Customer Success Specialist (CSS) - Public Sector

Cisco Systems Inc.
Carolina Shores, NC 28467

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast