Customer Experience Manager

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  • Location:
    Richfield, Ohio, US
  • Alternate Location
    Eastern time zone, Central time zone
  • Area of Interest
    Customer Experience
  • Compensation Range
    134900 USD - 172400 USD
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1428960

Application window is expected to close on 12/20/2024

What You'll Do

As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

Who You'll Work With

In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. 

Our Minimum Qualifications for this Role


  • 8 years of related experience
  • Knowledge of at least one technology architecture
  • Experience driving successful customer adoption and delivery of projects.
  • Experience developing and maintaining strong senior level relationships
  • Experience leading cross-functional teams in a matrix organization
  • Experience with budgeting and knowledge of recurring revenue concepts.
Our Preferred Qualifications for this Role
  • Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.
  • Develop and maintain strong executive and technical influence with customers and Understanding their business challenges and objectives.
  • Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
  • Accountable for financials including services revenue and margin and making needed strategic financial decisions.
  • Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximise their technology investments and promote the full use of our technologies.
  • Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution
  • Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals.
  • Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and enhancements.
  • Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.

 Why Cisco

 #WeAreCisco, where individuality and teamwork drive us to power an inclusive future. Embracing digital transformation, we innovate beyond hardware into software and security, creating intuitive networks that adapt and protect. Our culture fosters innovation, creativity, and learning from failures. We give our best, take accountability, and embrace diversity and equality. Whether you have colorful hair, tattoos, or a passion for technology and world-changing ideas, be yourself with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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 typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment 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.

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