Leader, Digital Customer Experience - APJC

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  • Location:
    North Sydney, Australia
  • Alternate Location
    Offsite, North Sydney
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1445042

Meet the Team

 

Cisco’s Digital Customer Experience (DCX) team delivers a digital-first, omnichannel customer experience that drives customer outcomes with products and experiences they love. Our work guides customer adoption, simplifies renewals, and accelerates durable growth through data-driven automation, self-service resources, and connected engagement with people and Cisco Partners. Powered by AI, every customer interaction will be personalized, proactive, and predictive.

On Cisco’s Digital Customer Experience (DCX) team, you’ll be surrounded by a group of curious, life-long learners who aren’t afraid to take smart risks, constantly innovating and adapting to our customers’ needs. On this team, everyone’s voice matters and we consistently deliver world-class digital experiences with a sense of urgency and accountability. We support each other, prioritize giving back to your communities, and connect our work to Cisco’s priorities and purpose to power an inclusive future for all.

 

Your Impact

The DCX team in APJC is a go-to-market organization, responsible for developing and executing a comprehensive scaling strategy for customer success, renewals and growth; and delivering the digital customer experience to local markets across our customers, Partners, and field teams. As the leader of these customer, Partner, and field facing teams in APJC, you will have the opportunity to make the following impact.

  • End-to-end responsibility for the customer’s experience, from onboarding to value realization to renewal, for Cisco’s long-tail/SMB segments.
  • Accountability for Digital-Only targets for customer success and renewals in the long-tail/SMB segments, often engaging with Director and VP roles across customer success, renewals, and sales to align on targets, coverage models, deliver results, and embed the digital motion into their teams and processes.
  • Manage digital programs in APJC, including field engagement and enablement on the digital motion; embedding the digital customer experience and capabilities into the field teams’ GTM strategies; leveraging digital success plays to accelerate value realization and de-risk renewals; and delivering recommended actions and insights to field roles and leadership.
  • Orchestrating our digital customer experience with our Cisco Partners through our Partner program – Lifecycle Advantage.
  • Delivering support for customers at scale and developing local customer communities through our Cisco Community platform.
  • Bringing Cisco’s technical expertise to all customers through our regional virtual events – Expert Insights Series, AMAs, and local language webinars.

 

Minimum Qualifications

  • Bachelor's degree (or equivalent) in Business, Information Technology, or a related field.
  • At least 5 years of experience in customer success, renewals, or account management roles with a focus on digital transformation.
  • Proven track record of leading cross-functional teams in a hybrid work environemnt, particularly in the APJC region.
  • Strong ability to use data and analytics to drive decision-making and improvem customer outcomes.
  • Familiarity with SaaS platforms, CRM tools, and digital customer engagement platforms.

 

Preferred Qualifications

  • Regional expertise with deep understanding of APJC market dynamics and customers.
  • Experience in developing and executing strategies for customer retention and revenue growth at scale using automation and digital platforms.
  • Relevant certifications in customer success and digital transformation.
  • Strong knowledge of Cisco's channel ecosystem, including Partners and Distribution, and their role in driving customer success and renewals.
  • Experience engaging with executive leadership on strategy and planning, coverage models across RTMs, and orchestrating digital strategies with Cisco roles.

 

#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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