Customer Experience Principal, Software Adoption

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  • Location:
    Feltham, United Kingdom
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1445400
New

Travel required – up to 40%

Location: UK London Flexible

Meet the Team

Join Cisco’s Customer Experience (CX) team, where we are dedicated to helping our customers achieve value realization and business growth through Cisco’s innovative technologies and services.

As a CX Principal, you will play a key role in driving customer success by orchestrating CX resources to promote adoption and deliver impactful outcomes. In this role, you will collaborate closely with internal teams, including Sales, Renewals, Solution Development Architects (SDAs), and Deal Acceleration teams, to support business objectives such as increasing Annual Recurring Revenue (ARR) and driving sustainable growth.

Your Impact

You are passionate about customer adoption and will have demonstrable experience of IT service delivery leadership working with large multinational organizations. Thriving in collaborative environments, you work seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your leadership in outcomes and investment decisions ensures customers fully benefit from our offerings.

With advanced technology knowledge, you guide clients to meet their business objectives using our solutions.

Your experience with ARR growth, revenue, and margin accountability drives business success, making you invaluable to both customers and our organization.  Your dedication to cultivating customer relationships and strategic approach makes you a key player in achieving customer and organizational goals, ensuring every interaction improves value and drives mutual success.  As a CX Principal, you will play a crucial role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership.

Your responsibilities will include:

  • Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.
  • Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives and advocating for their needs within Cisco.
  • Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
  • Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.
  • Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Minimum qualifications:

  • Must have knowledge of two or more Cisco technology architectures – Ideally Networking and Data Centre
  • Solid understanding of Software Adoption and lifecycle practices
  • Experience developing and maintaining strong executive relationships
  • Experience leading virtual cross-functional teams in a matrix organization
  • Experience with recurring revenue concepts, margin, and attrition.

Preferred Experience:

  • 4 years of delivery experience, preferably in Managed Services

Why Cisco

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fuelled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

#WeAreCisco

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 


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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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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