Head of Customer Experience Strategy

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Cisco Full time

Customer Experience Transformation

Cisco is reshaping its Customer Experience (CX) Operating Model to deliver personalized, proactive, and predictive interactions. We're seeking a Director/Leader of Customer Experience to lead a team of CX Principals/Managers, Customer Success Managers, and Customer Program Managers.

Your Role

As the Director of CX Innovation, you will be responsible for driving adoption and managing the CX services business to drive growth. You'll own revenue and P&L for your customer segment team, ensuring delivery of outcomes expected from the Cisco Portfolio. Additionally, you'll support CX teams to engage with executives and technical partners, advocating for the customer within Cisco across various functions.

Key Responsibilities

  • Drive adoption and manage the CX services business to drive growth.
  • Owning revenue and P&L for your customer segment team.
  • Ensure delivery of outcomes expected from the Cisco Portfolio.
  • Support CX teams to engage with executives and technical partners.

Requirements

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


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