Director, Customer Experience

4 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Cisco Systems Full time

Director, Customer Experience (Sourcing)

Location: Riyadh, Saudi Arabia

Area of Interest: Customer Experience

Job Type: Professional

Technology Interest: None

Job Id: 1438635

Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.

Travel: 30%

Meet the Team

Join Cisco's Customer Experience (CX) team and be part of a transformative journey We're reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their Cisco technology investments. Your role will be crucial in fostering trust and building lasting relationships with our customers.

You'll work in a dynamic environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement. Collaborate with cross-functional teams to create a seamless customer experience, leveraging data-driven insights.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. If you're passionate about making a difference and eager to lead CX innovation, this is the place for you

Your Impact

As the Director/Leader of Customer Experience, you will lead a team of CX Principals/Managers, Customer Success Managers, and Customer Program Managers. Your key responsibilities include:

  1. Driving adoption and managing the CX services business to drive growth.
  2. Owning revenue and P&L for your customer segment team.
  3. Ensuring delivery of outcomes expected from the Cisco Portfolio.
  4. Supporting CX teams to engage with executives and technical partners.
  5. Ensuring software and service adoption, value realization, and successful renewals.
  6. Advocating for the customer within Cisco across various functions.
  7. Aligning delivery, partner, and customer success functions to support portfolio adoption.

You will model leadership and accountability, supporting your team in achieving financial and customer satisfaction targets. Foster a collaborative team environment and use strong communication skills to motivate teams and influence stakeholders.

Minimum Qualifications:

  1. Must have a broad technical understanding of Cisco's core Architectures.
  2. Experience of driving adoption and service delivery within customer accounts.
  3. Experience developing and maintaining strong executive relationships.
  4. Must have strong leadership experience.
  5. Experience with recurring revenue concepts, margin, and attrition.

Preferred Qualifications:

  1. Strategic problem solver with a strong background in customer success and technology adoption.
  2. Excellent communication and relationship-building skills.
  3. Ability to develop and build partnerships with customers, team members, and cross-functional leaders.
  4. Confidence in delivering financial KPIs and making strategic investment decisions.
  5. Demonstrated understanding of software and service adoption.
  6. Experience in mitigating renewal risks and improving customer dedication.
  7. Deep understanding of Cisco, its technology, and the industry landscape.
  8. Ability to represent Cisco at executive levels with customers.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees' diverse set of backgrounds and focus on unlocking potential.

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us

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