Customer Experience Principal- Service Provider Account

Location:

Area of Interest

Customer Experience

Job Type:

Professional

Job Id:

1429067

What You'll Do:

As a CX Principal, you will play a crucial role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership. Your responsibilities will include:

1. Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.
2. Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
3. Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
4. Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.
5. Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Who You'll Work With:

You will orchestrate CX resources to drive adoption. You will also work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and growth.

Who You Are:

You are passionate about customer adoption and excel at demonstrating the value of service delivery. Thriving in collaborative environments, you work seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your leadership in outcomes and investment decisions ensures customers fully benefit from our offerings.

With advanced technology knowledge, you guide clients to meet their business objectives using our solutions. Your experience with ARR growth, revenue, and margin accountability drives business success, making you invaluable to both customers and our organization.

Your dedication to cultivating customer relationships and strategic approach makes you a key player in achieving customer and organizational goals, ensuring every interaction improves value and drives mutual success.

Minimum Requirements:

1. 15 years of related experience with expertise in 3 or more technology architectures, highlighted through a range of customer use case requirements (SP experience is a must).
2. Skilled in ensuring customer success and the delivery of large projects within a collaborative environment.
3. Mastery in nurturing executive customer relationships to influence and drive strategic decisions.
4. Experienced in leading and mentoring a diverse team, encouraging collaboration to achieve shared goals and outcomes.
5. Deep understanding of budgeting and recurring revenue concepts, with a focus on handling margins and reducing attrition.
6. Arabic language proficiency.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone.

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways.

We handle whatever difficulties come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits.