CX Success Programs Manager

  • Location:
    Seoul, Republic Of Korea
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id
Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.

Success Programs Manager (SPM)
The role is a highly visible, strategic role within Cisco’s new Customer Experience organization working with our largest customers. The successful candidate will directly impact their customers and partners who have purchased Cisco subscription solutions and will provide strategic insights to Cisco's cross functional partners.

What You’ll Do
The Success Programs Manager will be accountable for ensuring that their customers optimally embrace and realize value from Cisco’s subscription solutions. This includes developing and executing the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive from Cisco subscription offers. Will ensure the execution of consistent global standards while optimizing for their customer. In addition, the Success Programs Manager will be responsible for finding opportunities to expand wallet share within a customer and/or partner and successfully passing those opportunities to the sales teams.

This customer advocate will be responsible for continuous improvement of results, reporting of said results, crafting and delivering business plans to key partners, and ensuring support and alignment across the leadership team. Will ensure that the Customer Experience team is working collaboratively and will be responsible for executive communications within the customer and Cisco. Effective measurement and management of teams with varied strengths is a required skill.

Who You’ll Work With
The SPM will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals.

The role will:
  • Set the overall vision and strategic success plan for their customer.
  • Deeply understands the customer business goals, environment, difficulties and operational maturity.
  • Build and encourage strong customer executive relationships to develop a coordinated and deep view of immediate needs and current programs.
  • Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals.
  • Implement a success strategy across the account using partners as appropriate.
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience.
  • Implement Success Strategy across the account using partners as appropriate.
  • Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer Success.
  • Accelerate Cisco’s transformation to a software and services company.

Who You Are
  • Strategic and dedicated problem solver who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements.
  • Ability to work independently as well as using full team and cross functional resources to ensure successful customer experience at each interaction.
  • Prior success with understanding quantitative customer metrics – health scores, NPS/CSAT, ARR – to tailor interactions and drive concrete next steps to ensure customer adoption and renewal.
  • A customer-focused approach with a strong grasp of relevant success stories, customer metrics, and standard methodologies to drive outstanding outcomes.
  • Positive relationship builder with a focus on aligning and collaborating with key partners – Business Unit Executives, Sales Executives, Delivery Executives, CX Executives, Consulting Executives, Partners and their Executives – to drive a coordinated, consistent customer-centric approach.

Required Experience:
  • 7+ years’ experience in leading customer-facing organizations. Proven successful consulting, with key technical and sales competence.
  • 4+ years' of experience with subscription and software offers.
  • Ability to influence through persuasion, negotiation, and consensus building.
  • Strong appreciation for customers and a passion for revenue and growth.
  • Confirmed desire for continuous learning and improvement.
  • Excellent executive level communication and presentation skills.
  • Fluent Korean language

Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco
Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.