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Customer Success Manager

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Cisco

4d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai

AI generated summary

  • You need 7+ years in tech, strong IT/software understanding, strategic planning skills, and a knack for driving software value and customer success. Focus on ARR growth and identifying new opportunities.
  • You will drive software adoption, manage renewal risks, build customer relationships, collaborate across teams, advocate for technology improvements, and mentor customers to achieve their goals.

Requirements

  • 7+ years experience in the technology industry
  • understanding of IT/ Infrastructure & Software
  • Confirmed ability to drive continuous software value through use cases
  • Stragetic planning in a related function with direct customer advocacy and engagement in post sales or professional services function.
  • You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes.
  • You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment.
  • Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched.
  • You focus on driving ARR growth and work with Renewals and Sales teams.
  • You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and happiness.

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 positive 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 improvements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
  • Offering authority mentorship 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 optimally adopt and use Cisco technologies, driving value realization and growth, while being the main point of contact for customers.

What kind of experience is required for this position?

Candidates should have 7+ years of experience in the technology industry, with a strong understanding of IT/Infrastructure and Software.

How does the Customer Success Manager contribute to customer retention?

The Customer Success Manager proactively handles renewal risks, demonstrates insights to increase customer retention, and facilitates workshops to review adoption progress and ensure successful onboarding.

What qualities are required to excel in this role?

A successful Customer Success Manager should be proactive, strategic, and passionate about driving software utilization to accelerate business outcomes, with an ability to create and implement Technical Adoption Plans.

Who will the Customer Success Manager collaborate with?

The Customer Success Manager will work closely with cross-functional teams, including Customer Success Specialists, Renewals teams, Sales, and Partners, to drive Annual Recurring Revenue (ARR) growth.

What is the significance of diversity in the Customer Experience (CX) team at Cisco?

Cisco celebrates diversity, believing that varied perspectives drive innovation and excellence within the CX team, enhancing the overall customer experience.

What are the opportunities for professional growth in this role?

The Customer Success Manager role offers opportunities for growth through collaboration with diverse teams, setting new industry standards, and being at the forefront of CX innovation.

Is this position focused solely on software, or does it involve hardware as well?

The role encompasses both software and hardware, focusing on the entire portfolio of Cisco products, software, and services.

How does Cisco support its employees in giving back to the community?

Cisco provides 10 days off each year for employees to give back to their communities, reinforcing its commitment to social responsibility.

What is the company's approach to fostering an inclusive workplace culture?

Cisco promotes an inclusive workplace culture through its 30 Inclusive Communities, which gather people around common interests and goals, emphasizing learning, listening, and caring for communities.

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