CX Insights Manager (Product Manager)

  • Lieu :
    Seoul, Republic Of Korea
  • Centre d'intérêt
    Expérience client
  • Type de poste
  • Intérêt pour la technologie
  • ID de poste
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.

The CX Insights Manager position is a strategic customer-facing role responsible for platform adoption success achieved by driving adoption efforts and building strong customer relationships. You will be a trusted advisor and thought-leader responsible for helping customers realize business outcomes with CX Cloud through understanding their business challenges, priorities, and needs. This is a high-touch role, where you will manage customers across Korea theatre.

What You'll Do

  • Manage 35+ high touch CX Cloud customer engagements
  • Drive usage and adoption activities as defined in the CXIM playbook to ensure a customer’s success. Activities include but are not restricted to detailing customer’s goals and developing a plan for their success; establishing success metrics; identifying potential roadblocks and providing prescriptive recommendations
  • Report, maintain accurate activity and engagement records for your customers to ensure data integrity in business reporting
  • Maintain a deep understanding of the CX Cloud platform and be able to educate customers on the most relevant features/functionality for their specific business needs
  • Collect and input customer feedback into feedback management tool (AHA)
  • Monitor and report on the health/risk of assigned accounts and implement intervention strategies to foster retention
  • Participate in internal and external account reviews to communicate ROI measurements, progress against goals, and address identified adoption barriers
  • Execute customer feedback surveys given post onboarding and midway through engagement process
  • Build and nurture a pipeline of reference customers
  • Drive customer participation and attendance to local user communities/events/webinars/etc. as applicable

Who You'll Work With

You will work regularly with the customers, partners, and Cisco internal teams (CX, Sales and Product and Engineering teams) to ensure alignment, influence and enable to accelerate the customer CX lifecycle. You will work on constantly building the knowledge to share the current and future vision of CX Cloud.

Who You Are

  • You have proven experience (6+ years) directly working with customers and partners in Korea market.
  • You have networking / Cisco product experience.
  • You have experience with software adoption and customer success requirements.
  • Experience using quantitative and qualitative analysis to drive operational excellence in customer engagement.
  • You are brilliant at capturing customer feedback and detailing it so internal teams can understand what needs to be solved to delight the customer.
  • Experience working with customers and partners inspiring change, growing adoptions, using metrics to lead discussions.
  • You are an excellent team player with a “win as ONE Cisco team” attitude.
  • You thrive in a fast-paced, multifaceted, and multi-cultural business environment and you can work with a range of issues that arise developing new technology in an agile environment.
  • You are based in Korea.
  • You have excellent verbal and written communication skills in both Korean and English.