Director, Customer Experience (Sourcing)

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  • Location:
    Riyadh, Saudi Arabia
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1438635
New
Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.Travel: 30%

Location: Saudi

Meet the Team

Join Cisco's Customer Experience (CX) team and be part of a transformative journey! We're reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their Cisco technology investments. Your role will be crucial in fostering trust and building lasting relationships with our customers.

You'll work in a dynamic environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement. Collaborate with cross-functional teams to create a seamless customer experience, leveraging data-driven insights.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. If you're passionate about making a difference and eager to lead CX innovation, this is the place for you!

Your Impact

As the Director/Leader of Customer Experience, you will lead a team of CX Principals/Managers, Customer Success Managers, and Customer Program Managers. Your key responsibilities include:

  • Driving adoption and managing the CX services business to drive growth.
  • Owning revenue and P&L for your customer segment team.
  • Ensuring delivery of outcomes expected from the Cisco Portfolio.
  • Supporting CX teams to engage with executives and technical partners.
  • Ensuring software and service adoption, value realization, and successful renewals.
  • Advocating for the customer within Cisco across various functions.
  • Aligning delivery, partner, and customer success functions to support portfolio adoption.

You will model leadership and accountability, supporting your team in achieving financial and customer satisfaction targets. Foster a collaborative team environment and use strong communication skills to motivate teams and influence stakeholders.

Minimum Qualifications:

  • Must have a broad technical understanding of Cisco’s core Architectures
  • Experience of driving adoption and service delivery within customer accounts
  • Experience developing and maintaining strong executive relationships
  • Must have strong leadership experience
  • Experience with recurring revenue concepts, margin and attrition.

Preferred Qualifications:

  • Strategic problem solver with a strong background in customer success and technology adoption.
  • Excellent communication and relationship-building skills.
  • Ability to develop and build partnerships with customers, team members, and cross-functional leaders.
  • Confidence in delivering financial KPIs and making strategic investment decisions.
  • Demonstrated understanding of software and service adoption.
  • Experience in mitigating renewal risks and improving customer dedication.
  • Deep understanding of Cisco, its technology, and the industry landscape.
  • Ability to represent Cisco at executive levels with customers.

#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 organizations, 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!


 

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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