CX Cloud Insights Manager

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1302645

CX Cloud Success Manager

Who We Are?

Cisco’s Customer Experience (CX) organization is one of Cisco’s fastest growing teams, and the CX Engineering & Product Incubation organization is transforming how Cisco delivers value to our customers & partners via our product portfolio. This team is charged with driving the digital experience and automation strategies for CX SaaS products.

What You'll Do

As part of the Insights and Innovation team, you will support and lead key high touch customer engagements by aligning and partnering with the customers to understand their goals, initiatives and desired business outcomes. Demonstrating these experiences, you will translate key customer insights, feedback and information into actionable intelligence to drive improvements to CX Engineering processes, products and work you're doing by serving as the voice of the customer in both business and technical contexts. You will work cross functionally and across internal and external partner groups to develop, implement and manage programs supporting customer onboarding, adoption and engagement across CX Engineering products lines.

Using your experiences and expertise in both technical and customer facing capacities, you will develop methodologies, approaches and change management strategies that facilitate adoption and execution of customer and field feedback, adoption and engagement. You will embed and enable with other teams across CX to develop, enable and support customer success in product adoption. You will bring coherence, simplification and coordination across stakeholders by elevating the voice of the customer and proactively identifying and removing barriers to customer and partner adoption of Cisco CX Customer and Partner SaaS product offerings.

Responsibilities include:

  • Serve as liaison coordinating with both customers and engineering to bring together feedback, technical data and requirements to make it actionable.
  • Facilitate communications, processes and tools for customer feedback between customers, CX PM & Engineering and the field
  • Eloquent customer requirements / specifications and report gaps to Cisco’s product, engineering, and marketing teams.
  • Drive customer CX Cloud adoption by engaging with customers directly, partners, cisco field and tools to increase usage
  • Advocate customers in conversations with cross-disciplinary technical and product teams to grow the influence of customer-centric experience thinking.
  • Improve customer experience so we are delighting our customers every step of the way and help develop ways to insure this happens 100% of the time as we scale programs.

Who You Are

You are great teammate with a track record of success in leading development and go-to-market strategies for data intensive SaaS application in consumer and enterprise contexts. You are self-directed and comfortable in ambiguous, fast paced environments with demonstrated abilities in getting things done. You'll bring high energy, confidence and will articulate the CX SaaS product capabilities and customer value to our key partners. You will display strong written and verbal communication skills as well as active listening skills. You will bring a flexible, agile, creative thinking, problem solving, outspoken, can-do attitude to work daily. You are someone that performs well under pressure, can prioritize effectively.

Who You'll Work With

You will be a core member of the Insights and Innovation team and work cross functionally with CX Engineering, PMO, Product Management, Customer Success, Sales & Marketing and greater Cisco stakeholders in this role. The team is responsible for defining the strategy, processes, tools and mechanisms for scalable customer and partner feedback gathering, driving onboarding, adoption and engagement with CX Engineering products and collaborating across-CX teams to make our customers successful.

This role will work closely with CX field team and customers to drive adoption of all the architectures in CX Cloud, define tasks to be automated allowing for scale, implement feedback processes and tools resulting that lead to actionable insights for product development and delivery partners.

Minimum Requirements:

  • 5-7 Years Customer Facing Experience with enterprise customers
  • Customer Success, Business Development and/or Sales experience
  • Experience in driving technology adoption and change management with SaaS based products
  • Customer-first attitude and serve as the voice-of -customer back to CX so critical feedback is captured and acted upon
  • Experience driving and capturing measurable business outcomes

Desired Skills

  • Broad knowledge of Cisco’s architectures and Solutions
  • Ability to identify customer problems, help customer prioritize business outcomes and strategy to achieve.
  • Identify customer key engagement stakeholders
  • Cross functional teamwork in both technical and business capacities
  • Ability to serve as the “voice of the customer” with senior technical leaders and managers so critical feedback is captured and impacted upon

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 we’re “old” (36 years strong) and only about hardware, but we’re 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 can’t 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

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