Customer Experience Manager
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Lieu :Amsterdam, Netherlands
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Centre d'intérêtExpérience client
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Type de posteExpérimenté
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Intérêt pour la technologie*Aucune
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ID de poste1429119
Travel required – up to 30%
Travel required – up to 30%
Meet the Team
Join CX team dedicated to helping customers achieve their desired outcomes through comprehensive services and support. By demonstrating expert guidance, innovative solutions, and advanced analytics, Cisco CX aims to enhance customer satisfaction and drive successful technology adoption. Our goal is to make the customer experience more intuitive and straightforward, enabling customers to maximize the value of their technology investments more quickly. By building trust and fostering lasting relationships, we are committed to placing our "customers at the center of everything we do." This strengthens customer and partner engagement, accelerates adoption, simplifies the customer experience, and improves overall satisfaction
Join CX team dedicated to helping customers achieve their desired outcomes through comprehensive services and support. By demonstrating expert guidance, innovative solutions, and advanced analytics, Cisco CX aims to enhance customer satisfaction and drive successful technology adoption. Our goal is to make the customer experience more intuitive and straightforward, enabling customers to maximize the value of their technology investments more quickly. By building trust and fostering lasting relationships, we are committed to placing our "customers at the center of everything we do." This strengthens customer and partner engagement, accelerates adoption, simplifies the customer experience, and improves overall satisfaction
Your Impact:
- Drive adoption of software and services, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.
- Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
- Advocate for customers within Cisco, ensuring their needs are met, and they receive a high-quality customer experience.
- Own financials, including services revenue and margin, and make strategic financial decisions.
- Build and implement Technical Adoption Plans and E2E Customer plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full use of our technologies.
- Drive adoption of software and services, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.
- Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
- Advocate for customers within Cisco, ensuring their needs are met, and they receive a high-quality customer experience.
- Own financials, including services revenue and margin, and make strategic financial decisions.
- Build and implement Technical Adoption Plans and E2E Customer plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full use of our technologies.
Minimum qualifications:
- Knowledge of a single technology architecture
- 3 years of delivery experience and a solid understanding of software lifecycle practices.
- Experience developing and maintaining strong executive relationships
- Experience leading virtual cross-functional teams in a matrix organization.
- Experience with recurring revenue concepts, margin and attrition.
- Strong written and spoken English and Dutch language skills
- Knowledge of a single technology architecture
- 3 years of delivery experience and a solid understanding of software lifecycle practices.
- Experience developing and maintaining strong executive relationships
- Experience leading virtual cross-functional teams in a matrix organization.
- Experience with recurring revenue concepts, margin and attrition.
- Strong written and spoken English and Dutch language skills
Preferred Qualifications:
- Background in customer success
- Experience in driving software and service adoption and mitigating renewal risks
- Experience in handling financials and making strategic investment decisions
- Excellent communication and relationship-building skills, enabling you to develop and cultivate partnerships with our customers
- Background in customer success
- Experience in driving software and service adoption and mitigating renewal risks
- Experience in handling financials and making strategic investment decisions
- Excellent communication and relationship-building skills, enabling you to develop and cultivate partnerships with our 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!
#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!
Lorsqu’elle est disponible, la fourchette salariale affichée pour ce poste reflète l’échelle d’embauche prévue pour les salaires des nouveaux embauchés aux États-Unis et au Canada. Pour les postes non liés à la vente, les fourchettes d’embauche reflètent uniquement le salaire de base; les employés sont également admissibles à des primes annuelles. Les fourchettes d’embauche pour les postes de vente comprennent la rémunération de base et la rémunération incitative. La rémunération individuelle est déterminée par le lieu d’embauche du candidat et par d’autres facteurs, incluant, sans s’y limiter, les compétences, l’expérience et les études, certifications ou formations pertinentes. Les candidats pourraient ne pas être admissibles à la fourchette salariale complète selon leur lieu d’embauche aux États-Unis ou au Canada. Le recruteur peut fournir plus d’informations sur la rémunération du poste dans votre lieu au cours du processus de recrutement.
Les employés américains ont accès à une assurance médicale, dentaire et visuelle de qualité, à un régime 401(k) avec une contribution équivalente de Cisco, à une couverture d’invalidité à court et à long terme, à une assurance vie de base et à de nombreuses prestations de bien-être.
Les employés reçoivent jusqu’à douze jours fériés payés par année civile, ce qui comprend un jour férié flottant (pour les employés non exemptés), plus un jour de congé pour leur anniversaire. Les nouveaux employés non exemptés accumulent jusqu’à 16 jours de congés annuels, à raison de 4,92 heures par période de paie. Les nouveaux employés exemptés participent à la politique de congés annuels flexibles de Cisco qui ne fixe pas de limite précise quant au nombre de jours de congé pouvant être pris par les employés admissibles. Cependant, cette flexibilité dépend de la disponibilité et de certaines contraintes opérationnelles. Tous les nouveaux employés sont admissibles aux congés de maladie, sous réserve de la Politique relative aux congés de maladie de Cisco. Ils auront droit à quatre-vingts (80) heures de congés de maladie à leur date d’embauche et le 1er janvier de chaque année par la suite. Jusqu’à 80 heures de congés de maladie non utilisées seront reportées d’une année civile à l’autre, de sorte que le nombre maximal d’heures de congé de maladie dont un employé peut disposer est de 160 heures. Les employés de l’Illinois bénéficient d’un programme spécifique de congés spécialement conçu pour répondre aux exigences locales. Tous les employés disposent également de congés payés pour faire face à des situations critiques ou d'urgence. Nous offrons des heures supplémentaires rémunérées pour faire du bénévolat et rendre service à la communauté.
Les employés participant à des plans de vente reçoivent, en plus de leur salaire de base, une rémunération incitative fondée sur les performances, qui est répartie entre les composantes sur quota et non. Pour la rémunération incitative basée sur des quotas, Cisco paie généralement comme suit :
0,75 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d’affaires atteint jusqu’à concurrence de 50 % du quota;
1,5 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d'affaires atteint entre 50 % et 75 %;
1 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d'affaires atteint entre 75 % et 100 %; et lorsque le rendement dépasse 100 % d’atteinte, les taux incitatifs sont égaux ou supérieurs à 1 % pour chaque tranche de 1 % du chiffre d'affaires atteint, sans limites de rémunération incitative.
Pour les éléments de performance de vente non basés sur les quotas, tels que les objectifs de vente stratégiques, Cisco peut payer jusqu’à 125 % de l’objectif. Les plans de vente de Cisco ne prévoient pas de seuil minimum de performance pour le versement de la rémunération incitative pour les ventes.
Renseignements confidentiels de Cisco
