Customer Success Manager

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  • Location:
    Riyadh, Saudi Arabia
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Webex (Collaboration)
  • Job Id
    1440321

Meet the Team  

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. Occasional travel may happen. 

Your Impact  

Your strong communications skills will drive and accelerate mutual success with our customers, partners and stakeholders in a cross-functional environment. Completing and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results. Sharing standard processes 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.     

The CSM is charged to document and share customer best practices with the global team and implement them from the global community within their assigned accounts. Each CSM is encouraged to build cross functional relationships within Cisco to more optimally support the customer on the Webex Suite (Meetings, Messaging, Calling, Polling, Devices, Events, and Contact Center).  

  • Adoption and Retention- Ensure accurate delivery, complete customer lifecycle from onboarding to adoption, of Webex Suite products and services, and through expansion to successful renewal.  
  • Product Skills and Customer Insights  
  • Problem Solving and Cross-Functional Support  
  • Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product adoption.  
  • Establish and maintain engagement cadence with key customer stakeholders to supervise adoption progress towards desired business outcomes, and measure and detail the impact on customer business.  

Minimum Qualifications 

  • Education or equivalent experience: 4-year higher education degree  
  • Minimum 7 years of experience in the technology industry  
  • Previous Customer Success (or customer facing) experience in SaaS based company  
  • Proficient in Arabic and in English  
  • Shown ability to cultivate high level relationships with customer organisations, identify and map the customer org structure, and bridge customer stakeholder turnover at any level of the organisation  

Preferred Qualifications  

  • Guide on specific aspect or motion of the Collaboration CSM role  
  • Focused attention to detail allowing for delivery of high-quality end user experiences. Validated teammate and ability to orchestrate value in coordination with multiple stakeholders  
  • Strategic and creative thinker, account management, forward looking approach with strong dedication to customer success  
  • Strong communication, consultative, influence and presentation skills across the management spectrum  
  • Find additional value opportunities for our customers using Webex Suite collaboration solutions and be instrumental in bringing those to closure  

 

#WeAreCisco 

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.  

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.  

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organisations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!  

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 


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#LI-SF1 

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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