Customer Experience Principal

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  • Location:
    Feltham, United Kingdom
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1429064

Travel required – up to 40%

What You'll Do

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.

Who You'll Work With

You will orchestrate CX resources to drive adoption. You will also work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and growth.

Who You Are

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.

Minimum qualifications:

  • Knowledge of two or more technology architectures
  • 4 years of delivery experience, preferably in Managed Services and a solid understanding of software 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.

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 handle whatever difficulties 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

#REMOTE


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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