Customer Success Manager | GES West (1429045)

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  • Location:
    San Jose, California, US
  • Alternate Location
    USA West - California, Oregon, Washington, Idaho, Utah, Colorado, Nevada, Arizona, New Mexico, Montana, Wyoming, Oklahoma, Texas
  • Area of Interest
    Customer Experience
  • Compensation Range
    155300 USD - 195700 USD
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1429045

*The Application Window is expected to close on December 20, 2024*


Customer Success Manager



What You'll Do


As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will include:

  • Acting as a technology advocate, providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
  • Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.
  • Driving software utilization and value realization, leading to customer renewals and business growth.
  • Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
  • Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
  • Advocating for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
  • Build and implement Technical Adoption Plans in partnership with Customer Success Specialists (CSS) that align with customer goals to maximize their technology investments and promote the full use of our technologies.
  • Staying up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers



Who We Are

You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This collaborative environment will enable you to leverage the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.



Who You Are

You are a technical professional whose sweet spot is in customer relationships and success. You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes. You excel at creating and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment. Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth and work collaboratively with Renewals and Sales teams. You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and satisfaction.

Required Minimum Qualifications:

  • 8 years of related experience
  • Knowledge of, and applied experience with at least one technology architecture
  • CCNP or equivalent hands-on experience in one or more of the following technology architectures: Enterprise Networking, Security, Data Center.
  • Experience developing software adoption plans across technology portfolios
  • Experience driving software adoption with customer executives and technical leaders
  • Experience leading cross-functional teams in a matrix organization
  • Financial, Renewal, and/or adoption forecasting experience

Preferred Qualifications:

  • Experience as a technology advocate
  • Proven ability to offer expert guidance to customers, helping them achieve business and technical goals
  • Experience driving software utilization and value realization
  • Customer renewals
  • Proficiency in proactively managing renewal risks, demonstrating insights to increase customer retention.
  • Strong relationship-building skills 
  • Experience collaborating with teams to drive value and business outcomes.
  • Advocacy skills
  • Experience building and implementing Technical Adoption Plans


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 


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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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