1 day old

Program Manager, Digital Customer Success

Cisco Systems Inc.
  • Job Code
Program Manager, Digital Customer Success

Program Manager, Digital Customer Success

  • Location:
    Waltham, Massachusetts, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
  • Job Id

Who We Are

Cisco Security - Cisco delivers intelligent cybersecurity for the real world, providing one of the industry's most comprehensive advanced threat protection portfolios that is integrated, pervasive, continuous and open. Cisco's threat-centric approach to security reduces complexity while providing unmatched visibility, continuous control and advanced threat protection across the entire attack continuum -- before, during and after an attack.

Who You Are

This role is responsible for spear-heading Cisco’s digital customer success initiatives within the Cloud Security SMB and Mid-Market customer base. As the Program Manager for Digital Customer Success, you will be responsible for running targeted digital campaigns that drive adoption and utilization, deliver value-added content to customers, and ultimately lead to higher gross and net retention rates. This individual will use new and innovative methods to enable customers with the right content at the right time in the right way. Results will be measured by influence on product adoption and utilization, engagement with content, and impact to gross retention rates on renewals, and net retention of upsell and cross-sell

What You’ll Do

  • Responsible for design, implementation, and measurement of omni-channel digital customer success in the SMB and Mid-Market customer segments

  • Influence customer base to improve delivery on 90% adoption and 80% utilization targets

  • Influence customer base to improve delivery on +50 NPS targets

  • Influence customer base to improve delivery on 90% GRR and 115% NRR quarterly

    revenue targets

  • Uncover upsell opportunities and work in conjunction with Renewals and CSM teams to

    expand the existing business

  • Function as a digital customer success subject matter expert for internal Cisco team

    Minimum Qualifications

  • #oneteamonedream attitude

  • Experience in the Digital Customer Success / CX space

  • Experience compiling, querying, analyzing and reporting on marketing engagement data

  • Strong customer service, listening and presentation skills

  • Bachelor's Degree or equivalent experience

  • Experience with SaaS-based applications and services preferred

  • Experience working with Salesforce.com and Marketo preferred Why Cisco

    The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great place to work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.Watch Video To Learn More About Cisco


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Program Manager, Digital Customer Success

Cisco Systems Inc.

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Cisco Systems Inc.

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