Customer Experience Manager, South Africa
4 weeks ago
We are seeking a seasoned Customer Experience Manager to drive the successful adoption and utilization of Cisco technologies and services within our customer organizations, leading to value realization and growth.
Key Responsibilities- Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
- Drive adoption of software and services, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.
- 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.
In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and our Partners to drive value realization.
What You'll Bring- 12 years of related experience
- Knowledge with at least two technology architectures
- Expertise in successful customer adoption and project delivery
- Experience in developing and cultivating strong relationships with executive-level customers
- Experience leading diverse, cross-functional teams in a collaborative, matrixed organization
- Experience with budgeting and recurring revenue concepts, managing margins and reducing attrition
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