Collaboration Success Manager

  • Location:
    Offsite, RTP, North Carolina, US
  • Alternate Location
    Rancho Cordova, California, anywhere in United States
  • Area of Interest
  • Job Type
  • Technology Interest
    Collaboration, Video
  • 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.

Customer Success Manager (CSM)This position is a highly strategic role that is responsible for driving adoption of Cisco collaboration solutions and identifying growth opportunities to expand Cisco's footprint, while demonstrating the value and benefits to your customers.Your strong communications skills will drive and accelerate mutual success with our customers, partners and stakeholders in a cross-functional environment. Executing against and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results. Sharing best practices with your Customer Success peers and Cisco colleagues, you will be part of a dynamic and collaborative team that is increasingly more critical to Cisco's vision and strategy.
What You'll DoThe CSM is charged to document and share customer best practices with the global team and implement best practices from the global community within their assigned accounts. Each CSM will be expected to build cross functional relationships within Cisco to more effectively support the customer.Adoption & Retention
Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.Frequent customer visits to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions. Establish a common understanding with the customer for the ROI they are receiving from Cisco Solutions as the strategy is executed.Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product adoption.Ensure proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks.Own the complete customer lifecycle of onboarding, adoption, expansion and renewal.Identify, build and maintain line of business relationships.Identify opportunities for upselling and cross selling Cisco cloud collaboration products and services.Discover use cases, uncover business need and drive increased adoption.Strive to continually drive faster "time to value" and improve overall experience for our customers.Leverage the acquired knowledge of the customer to ensure Cisco enables the customer to achieve their Business Outcomes through onboarding, adoption, expansion and renewal.
Product Skills and Customer Insights
Deep understanding of Webex product portfolio and features.Subject matter expert on at least one product area in Webex or collaboration softwareServe as the bridge between BU and customers by communicating customer needs and the impact on their business back to BU. Meanwhile, you will communicate product roadmap and new features to customers and link the value proposition to customer needs. You will enroll eligible customers in early test / demo programs.Provide key customer and market insights to enable timely understanding of the market
Problem Solving and Cross-Functional Support
Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience.Lead campaigns, projects, and initiatives to insure successful implementation.Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
Who You AreThe successful candidate will have a material impact on how our customers value their investment with Cisco by leveraging their investment to achieve their business outcomes. The successful candidate will be responsible for continuous improvement of processes, while identifying key adoption triggers and call to actions or plays. The candidate will work collaboratively with the business unit as well as effectively communicating with executive customer line of business contacts.
Minimum 5 years of experience in the technology industryPrevious Customer Success (or customer facing) experience in SaaS based companyStrategic thinker, account management, forward looking approach with strong commitment to customer successAble to identify and map the customer org structure with ability to bridge turnover at any level of the organizationFind other value opportunities for our customers with our solutions and be instrumental in bringing those to closureLaser focus on reducing churn, increased product usage & adoptionStrong communication, consultative, influence and presentation skillsFocused attention to detail allowing for delivery of high quality end user experiences. Proven team player and ability to orchestrate value in coordination with multiple stakeholdersWillingness to learn, adapt and lead change within CiscoComfortable working in a fast paced, dynamic environment to meet evolving business requirementsAbility to articulate value messaging and influence adoptionAffinity towards Cisco collaborations solutionsEntrepreneurial approach to business and the ability to establish a holistic view as it relates to the motions driven out of Customer SuccessEducation or equivalent experience: 4-year higher education degreeCustomer travel required

We would like to invite you to Get to Know Webex Customer Success via an interactive session where you will hear directly from the people who drive our visions, innovate change and champion Cisco’s core values in their communities and around the world. 

Webex Customer Success is customer obsessed, delivers personalized adoption experiences to win hearts and minds, so that our customers achieve more than they thought possible with Cisco Webex.

By attending the session, you will get the opportunity to hear directly from the people who drive our visions, innovate change and champion Cisco’s core values in their communities around the world. The session will give an overview of Webex Customer Success and the Customer Success Engineer and Collaboration Success Manager roles. There will be time left at the end for live Q&A with hiring managers and recruiters, so come prepared with questions! 

Date: Thursday, July 29, 2021

Time: 12:00-1:00PM ET 

Register: HERE

12:00pm Welcome
12:10pm Webex Customer Success Overview

12:20 Customer Success Engineer and Collaboration Success Manager Role Overview
12:30pm Breakout Rooms for Live Q&A
12:55pm Next Steps

We look forward to seeing you there!