Customer Success Executive

6 days ago

Johannesburg, South Africa Cisco Systems Full time

The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription, Customer Experience is critical, we are re-writing history, and you can contribute to the ambitious journey we are on.

**What You’ll Do**

As a CSE, you are accountable for successfully accelerating adoption and value realization for the products and services our customers have purchased.
- Build and nurture strong Customer relationships at all levels
- Understand Customer business goals (desired outcomes), environment, challenges and operational maturity
- Orchestrate the Customer Experience (including Cisco Services, Partner resources, and Customer teams) to provide an aligned and coherent path to Customer Success from onboarding through business value realization to advocacy
- Accountable for Customer sentiment, including resolution of customer critical issues via oversight and driving clarity on mitigation planning while owning communications to customers and internal teams
- Working closely with Customer and Cisco teams, develop and execute a holistic Success Plan aligned to Customer priorities and Cisco investments
- Lead Quarterly Success Reviews to understand, define, measure, and articulate the return on Cisco investments and achievement of outcomes
- Partner with Sales on defining the overall account strategy, relationship management, and growth plans aligned to the customer’s desired outcomes.
- Proactively manage renewal risk to drive renewal metrics through documented adoption plans at a premium to company averages
- Provide customer insights and recommendations based on best practices, business trends, and recognized performance challenges
- Contribute to collaborative and community forums enabling and empowering the CSE community

**Who You Are**

You are an executive leader with excellent customer, partner and market understanding of software and subscription services. You are a leader with vision who can evangelize Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software, services and solutions. In addition, as a CSE you are adept at identifying new opportunities to expand your value to a customer.
- Experience driving customer SaaS lifecycle adoption, renewal, and recurring revenue growth
- Proficiency in identifying, building, and nurturing relationships at every level and communicating effectively with those stakeholders
- Experience working consultatively to identify a customer's overall strategy and develop and share measurable business value and outcomes
- The agility to shift from developing high level strategies to executing, influencing, and driving initiatives collaboratively
- Successful leading and coordinating matrixed teams ensuring flawless engagements with Customers, partners, and sales teams
- Articulate Cisco technologies and solutions, to convey sophisticated ideas in a clear, concise manner
- Joins a broad understanding of Enterprise IT and technology with strong business acumen
- Comfortable working in a highly matrixed and sometimes ambiguous environment
- Executive level communications and critical thinking skills
- Motivates, encourages, and continually develops team members to bring out the best from those around you
- Able to manage conflict effectively, while collaboratively driving to outcomes
- Bachelors + 12 years or related experience

This is an excellent opportunity for a senior Customer Success Executive, someone who, in the future is capable of leading the Customer Success team in Africa and who can manage critical relationships with Sales leaders across the region.

**Why Cisco**

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like pol

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