Customer Success Manager

This position is a highly strategic role that is responsible for driving adoption of Cisco collaboration solutions and identifying growth opportunities to expand Cisco's footprint, while demonstrating the value and benefits to your customers. Occasional travel may happen.

Your Impact

Your strong communications skills will drive and accelerate mutual success with our customers, partners and stakeholders in a cross-functional environment. Completing and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results. Sharing standard processes with your Customer Success peers and Cisco colleagues, you will be part of a dynamic and collaborative team that is increasingly more critical to Cisco's vision and strategy.

The CSM is charged to document and share customer best practices with the global team and implement them from the global community within their assigned accounts. Each CSM is encouraged to build cross functional relationships within Cisco to more optimally support the customer on the Webex Suite (Meetings, Messaging, Calling, Polling, Devices, Events, and Contact Center).

• Adoption and Retention - Ensure accurate delivery, complete customer lifecycle from onboarding to adoption, of Webex Suite products and services, and through expansion to successful renewal.
• Product Skills and Customer Insights
• Problem Solving and Cross-Functional Support
• Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product adoption.
• Establish and maintain engagement cadence with key customer stakeholders to supervise adoption progress towards desired business outcomes, and measure and detail the impact on customer business.

• Education or equivalent experience: 4-year higher education degree
• Minimum 7 years of experience in the technology industry
• Previous Customer Success (or customer facing) experience in SaaS based company
• Proficient in Arabic and in English
• Shown ability to cultivate high level relationships with customer organisations, identify and map the customer org structure, and bridge customer stakeholder turnover at any level of the organisation

• Guide on specific aspect or motion of the Collaboration CSM role
• Focused attention to detail allowing for delivery of high-quality end user experiences. Validated teammate and ability to orchestrate value in coordination with multiple stakeholders
• Strategic and creative thinker, account management, forward looking approach with strong dedication to customer success
• Strong communication, consultative, influence and presentation skills across the management spectrum
• Find additional value opportunities for our customers using Webex Suite collaboration solutions and be instrumental in bringing those to closure

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Our passion is connection—we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

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