1+ months

Success Track Lead - Calling

Cisco Systems Inc.
Carolina Shores, NC 28467

What Youll Do 

Our Customer Experience (CX) team is responsible for defining and driving the end-to-end customer success motion through the entire customer lifecycle. We're seeking a senior Product Manager for Cisco Webex Collaboration with the ability to understand customers business and technical challenges that prevent them from adopting Cisco Webex Collaboration technologies including Conferencing, Calling. In order to accelerate customer adoption and to remove these barriers, she/he will closely collaborate across other CX/and other stakeholders, lead the strategy and execution of CX Cloud Success tracks and customer success motions for CX Product Management for Webex Conferencing and Calling 

 

Core Responsibilities Include: 

  • Identify customer adoption gaps and challenges; the ability to translate these into CX strategy, roadmap and enablement plans as well as deliver content and training is a critical requirement from this role. 

  • Drive customer eligibility, adoption framework, Console, and CX Cloud customer portal development engagements for CX Success tracks and motions 

  • Drive customer digital journeys creation and alignment with current Cisco BU investments 

  • Develop business and technical content for Cisco Webex 

Drive the modernization of our collaboration services portfolio 

  • Develop the plan and ensure execution of Assets and Content (i.e. Ask the Experts, Accelerators, Success tips, etc) for customers targeted at technical customer personas and decision makers 

  • Content curation with Business Entity (BE), Product Management, and constant measurement and improvement 

  • Translate technical content to business outcomes 

  • Will participate in the ideation process, strategizing, bringing creative ideas, and proposing alternative format options   

 

Who Youll Work With 

Under the direction of the CX Practice Leader for Collaboration, you will work closely with key stakeholders in CX Product Management, CX New Products, CX Enablement, and Business Entity teams; as well as the Customer Success Executives (CSE), Success Program Managers (SPM), and Customer Support Specialist (CSS) community, to remove barriers and drive customer adoption motions. Collaborating with other teams in CX, the role drives content creation and implements effective mechanisms to collect feedbackAs needed, you will leverage the expertise of SMEs in the New Products team for knowledge transfer and peer review. 

 

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 story that conveys the value of complex technologies in concise business terms. You have strong executive presence, cross-group collaboration and communication skills that drive influence among the senior leaders across a highly-matrixed organization. 

 

Required Skills: 

  • Expert in Cisco Webex collaboration 

  • Have mastered interpreting complex technical solutions into easy to understand business language and outcomes 

  • Passionate about positive customer experience 

  • Bachelor degree required; Masters preferred 

  • 10+ years experience in product marketing or product management for sophisticated technologies, preferably in the area of collaboration 

  • Services or consulting experience is highly desired

Posted: 2020-10-30 Expires: 2020-12-30

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Success Track Lead - Calling

Cisco Systems Inc.
Carolina Shores, NC 28467

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