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Customer Success Manager

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Cisco

18d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    IT & Cybersecurity
  • Atlanta

AI generated summary

  • You need 12 years in tech/client-facing roles, knowledge of two tech architectures, experience in customer adoption/project delivery, and skills in budgeting, revenue management, and attrition reduction.
  • You will drive software utilization, manage renewals, build customer relationships, advocate for technology feedback, and provide expert guidance to ensure successful onboarding and value realization.

Requirements

  • 12 years of related experience in the technology Industry or client facing role
  • Knowledge of at least two technology architectures
  • Experience driving successful customer adoption and delivery of projects.
  • Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition

Responsibilities

  • Driving software utilization and value realization, leading to customer renewals and business growth.
  • Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
  • Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
  • Acting as a technology advocate, providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
  • Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.

FAQs

What is the primary role of a Customer Success Manager at Cisco?

The primary role of a Customer Success Manager at Cisco is to help customers successfully adopt and use Cisco technologies, driving value realization and growth, while serving as the main point of contact for customers.

What kinds of relationships will I build in this role?

In this role, you will build strong relationships with customer partners to understand their challenges and objectives, collaborating with Sales, Customer Success, Renewals, and Business Entities to drive value and business outcomes.

What experience is required for this position?

This position requires 12 years of related experience in the technology industry or a client-facing role, knowledge of at least two technology architectures, and experience driving successful customer adoption and delivery of projects.

Will I work with other teams at Cisco?

Yes, you will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners, as well as collaborate with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth.

Is there a focus on ongoing learning and development in this role?

Yes, staying current with the latest Cisco technologies, competitive landscape, and industry trends is essential for this role, ensuring that you can provide expert guidance to customers.

What is the company's stance on diversity and inclusion?

Cisco is committed to diversity and inclusion, promoting an inclusive future by recognizing the uniqueness of individuals and supporting various communities within the organization.

How does Cisco support employee well-being?

Cisco promotes employee well-being by providing time off for community service; employees receive 10 days off each year specifically for giving back to their communities.

Are there opportunities for career growth within this role?

Yes, Cisco encourages collaboration, recognition of accomplishments, and professional growth, creating an environment that supports career advancement opportunities.

How can I drive software utilization in this position?

You can drive software utilization by creating and implementing Technical Adoption Plans that focus on achieving business outcomes, optimizing Return on Investment, and removing barriers to adoption.

What is expected of me regarding customer renewals?

You are expected to proactively handle renewal risks, demonstrate insights to increase customer retention, and facilitate workshops to review adoption progress and ensure successful onboarding.

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