Cisco’s Customer Experience (CX) organization is reformulating how Cisco thinks about accelerating customers through the adoption lifecycle across Cisco’s entire portfolio of products and services. This is a time of unprecedented change both within CX and at Cisco – and we’re looking for top talent who seek out challenges, succeed in ambiguity.

As a Leader of Customer Experience, you will manage an experienced executive team responsible for delivering value to our customers and accelerating them to their desired business outcomes using our innovative technologies and services. Given the wide breadth of Cisco’s offering, our priority is to enable a single, orchestrated experience to our customers. This highly visible, strategic role will be responsible for helping to build trust and confidence in our products and services through senior customer leader engagements, day-to-day management of key Customer Success teams as well as helping our extended teams to engage customers and help them realize business value faster.

• You deeply understand customer business goals, environment, struggles and operational maturity. You are a customer and people champion who knows how to bring clarity and coherence in any situation.
• You build and cultivate strong customer executive relationships to develop a well-rounded and deep view of the immediate needs and current programs.
• You will help our customers accelerate through the technical adoption lifecycles to achieve expected outcomes.
• You will ensure customers clearly understand the value from purchased Cisco products and services for successful renewals.
• You provide customer insights based on strong knowledge of government requirements, budgets, standard processes for technical architecture, implementation, adoption & migrations.
• Lead the customer success motion from onboarding to business value realization (optimize). Post-sales orchestration of all company wide and partner resources (people and assets alike, accelerators, ATX, etc.) to provide a unified path to customer success.
• Review and approve quarterly success reviews and track progress of customers experience.
• Ensure your team is trained and ready to support and represent their customers.
• You are an outstanding written and verbal communicator.

• Lead customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, lead projects successfully while meeting revenue and cost budgets.
• Improve customer dedication and satisfaction with key customer partners by driving value realization across Cisco’s entire portfolio.
• Capture and articulate value with key collaborators (e.g. QBSR/QSR).
• Implement industry leading practices (e.g. ITIL Incident Management) around customer success.
• Measure, track and maintain relevant key performance indicators for each customer.
• Adopt and demonstrate Cisco best practices around tools, automation, workflows, and process to ensure success for every customer.
• Successfully engage and run partner capabilities and resources as part of the customer experience.

• Sets overall strategic direction that anticipates and addresses the customer business and technology needs.
• Drive revenue growth through new addressable markets within the account (e.g. upstream within Vertical).
Drive revenue growth through sales pursuits, aligned to account plan
• -> business development
• Partner with customer sales leadership and key Cisco team members to execute 1-3 year integrated account plan (IAPs).
• Ensure Customer Success Executives have written success plans that align with customer priorities and sales IAPs.

• Apply Cisco solutions to customer's business drivers.
• Drive collaborating with, and influence customer line of business (LoB) executives around technology strategy, bridging the gap to IT.
• Influence and challenge the customer's thinking to develop better solutions to business and IT objectives.
• Establish and maintain key executive (ex: VP, CxO) relationships - directly influence CIO/CTO.
• Influence and work with customer procurement - understand process, commercial terms, etc.

• Build and run global direct and matrix teams for customer execution.
• Set a vision, strategy, and execution plan for team members.
• Grow talent through hiring and internal development.
• Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around customer success quality. Build future client leaders within and outside of teams.

• Innovate around customer success process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction.
• Lead internal cross-functional teams to drive programmatic improvements with impact throughout the organization.
• Provides thought leadership as part of customers extended leadership team.

Masters Degree or Equivalent (Business or Telecommunications)

Undergraduate: Technical Degree (Engineering Preferred)

15 years’ experience leading senior leader teams and delivering results.

Salesforce experience

Top Secret Clearance (Highly Desired)

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Why Cisco?

We offer extensive employee benefits including 20 days of PTO, 10 paid volunteering days, paid birthday off, 401k match with NO vesting, generous health/dental/vision benefits and much more.

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco