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Customer Experience Manager

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Cisco

4d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Product
  • Madrid

AI generated summary

  • You need tech architecture knowledge, 3 years in software delivery, relationship-building with executives, cross-functional team leadership, understanding of recurring revenue, and Spanish proficiency.
  • You will drive software adoption, enhance customer relationships, advocate for their needs, manage financials, and implement Technical Adoption Plans to improve technology use and ensure renewals.

Requirements

  • Knowledge of at least one technology architecture.
  • 3 years of delivery experience and a solid understanding of software lifecycle practices.
  • Experience in developing and cultivating strong relationships with executive level customers.
  • Experience leading diverse, cross-functional virtual teams in a collaborative, matrixed organization.
  • Experience with recurring revenue concepts, margin and attrition.
  • Spanish language proficiency.

Responsibilities

  • 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.

FAQs

What are the travel requirements for the Customer Experience Manager position?

Travel is required up to 20% for this position.

What will be my primary responsibilities as a Customer Experience Manager?

You will drive the successful adoption and utilization of Cisco technologies and services within customer organizations, ensuring delivery of customer-aligned outcomes and cultivating executive and technical relationships.

What skills are necessary for this role?

You need strong communication and relationship-building skills, a background in customer success and technology adoption, experience managing financials, and the ability to advocate for customers effectively.

Is there a minimum experience requirement for this position?

Yes, a minimum of 3 years of delivery experience and strong understanding of software lifecycle practices is required.

Do I need to speak additional languages for this role?

Yes, Spanish language proficiency is required for the position.

Who will I be working with in this role?

You will be partnering with Customer Technical and Operational Leaders, Executives, and collaborating with various teams including Sales, Renewals, and Customer Success to drive value realization.

What benefits are offered to employees?

Employees have access to quality medical, dental, and vision insurance, a 401(k) plan with matching contribution, paid holidays, Paid Time Off (PTO), and opportunities to volunteer.

Will I have financial responsibilities in this role?

Yes, you will own financials including services revenue and margin, and will be required to make strategic financial decisions.

Does Cisco promote diversity and inclusion?

Yes, Cisco is committed to diversity, equality, and inclusion, with various initiatives and communities to support these goals.

How is the salary structured for this position?

The salary is projected based on hiring location and ranges reflect base salary only, excluding equity or benefits. Performance-based incentives may also apply.

Technology
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.

Benefits

  • Competitive compensation

    Our high-performance culture rewards innovation, collaboration and achievement.

  • Employee stock purchase program

    Purchase Cisco stock at a discount to invest in your financial future and the company's (up to 10% of your salary).

  • Employee discount programs

  • Flexible work practices

  • Generous paid time off + holidays