Success Program Manager

  • Location:
    Stockholm, Sweden
  • Alternate Location
    Norway, Denmark , Finland
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the ability to learn and deliver results.

Who You’ll Work With

Cisco Customer Experience (CX) delivers the best customer experience in the industry that accelerates success for our customers and profitable growth for Cisco and our partners. The Success Programs Manager (SPM) role is a position within our Customer Success team that drives software adoption through Success Program delivery in scale accounts.

What You’ll Do

As the Success Programs Manager (SPM) your key responsibilities will include:

  • Engage and align with local partners in Sales and Cisco Customer Experience (CX) teams to drive the adoption of Cisco software solutions with our customers.
  • Work with selected partners to drive adoption and a customer success motion in a scalable manner.
  • Understand customer expectations and their business needs to drive the adoption of our solutions. Orchestrate and engage our technical experts to deliver customer engagements to shorten time to value.
  • Increase the likelihood to renew and highlight upsell opportunities by making sure customers are fully applying Cisco solutions and realising value. Engage with customers and work closely with the Cisco sales teams to hand over expansion and opportunities for growth.
  • Orchestrate the programmatic execution of the Success Program by demonstrating digital assets, webinars and workshops. Coordination across internal partners and customers to remove barriers and accelerate customer lifecycle progress. Coordinate live or virtual customer events and organize, host and/or deliver non-technical content as needed.

Who You Are

  • You have + more 3 years of experience in customer success or a sales background with a strong customer success mentality either in a large corporate or in a start-up and are proficient in agile processes and cloud-based business models / recurring business models
  • You have successfully adopted and implemented business and process improvements
  • You are strong at mitigating customer risk within the region assigned, demonstrating digital tools and programs to advance customers through the adoption of a customer “first” mentality
  • You have driven multiple programmatic efforts for customer adoption, utilization, and growth working collaboratively with internal CX teams, Sales Account teams and Partners within an assigned region
  • You have a working knowledge of Cisco’s core architectures, business strategies, industry trends and best practices to drive customer success at scale
  • You are a self-starter that can bring structure to ambiguity
  • You excel in building positive relationships and have excellent communication skills
  • You have a bachelor's or master's plus 3 years of related experience
  • Local language proficiency plus strong communication skills, both written & spoken in English

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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! 

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. 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. 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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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.