Customer Success Executive

  • Cisco
  • Bloomington, MN, USA
  • Aug 10, 2018

Job Description

What You'll Do
The new Customer Experience Executive (CXE) role is a highly visible, strategic position, working with our largest customers.

The CXE will orchestrate the activities of cross-functional Cisco and partner resources in creating and executing success plans, maximizing the value realized from Cisco subscription solutions, identifying upsell and cross-sell opportunities, and ultimately achieving high levels of customer satisfaction and retention. In conjunction with these activities, they will provide requirements and solution feedback to internal Cisco stakeholders to positively influence the long-term subscription offer portfolio and capabilities. Key to all of this will be creating an overall customer experience strategy that accelerates, improves, and tracks the business outcomes desired.

This role resides within the Cisco Customer Experience (CX) organization, one of Cisco's fastest growing teams.

Who You'll Work With
The CXE will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:

• Own the Customer Experience motions and serve as a team lead for all Cisco resources across the Customer Lifecycle activities from onboarding to value realization, expansion, and renewal.
• Actively learn customer objectives, purchase intent expectations and overall landscape (e.g. barriers, opportunities).
• Identify expansion opportunities working with the extended Cisco team. Educate customers on complementary features, services and solutions that increase overall value.
• Utilize data and insights from cross-functional resources to co-create the customer renewal sales strategy with the account team and the Renewals Executive.
• Aggregate and analyze customer challenges and remove adoption barriers across the account.
• Develop and execute key documents and plans (e.g. Success Plan, Health Score Plan, Solution Blueprint, and Integrated Account Plan) in collaboration with the extended account team.
• Conduct quarterly onsite visits with customer executives, partners and account teams to ensure continued satisfaction.
• Monitor and report on market and competitor activities.
• Share stories of value attainment and customer delight - through videos, whitepapers, and use cases.
• Understand and leverage Cisco internal standard methodologies.
• Provide product roadmap requirements.
• Acknowledge and act in the best interest of the customer and Cisco.

Who You Are
Executive Presence: Effectively engage and influence executives and key decision makers.
Strategic Thinker: Develop and implement customer success strategies leveraging resources across Cisco, partner and customer.
Leader: Ability to form and lead teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
Influencer: Ability to persuade and influence key individuals. Accustomed to working effectively within all levels of an organization.
Results oriented: Interest in and proven execution ability with relevant technologies and customer outcomes.
First Responder: Skilled at issue management and managing customer expectations.
Communicator: Excellent executive level communication and presentation skills.
Required Experience

15+ years of relevant industry experience; senior management roles within a technical organization preferred
5+ years of experience with subscription and software offers
Bachelor's degree in engineering, computer science, or business, master's degree preferred
Industry certifications desired (e.g. ITIL, PMP, COBIT, Six Sigma)
Proficient in Salesforce and Microsoft Office
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything - people, process, data and things - and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco