Senior Customer Experience Leader
4 days ago
About the Role
As a key member of our Cisco Customer Experience (CX) team, you will play a vital role in driving adoption and growth within customer accounts.
Your primary focus will be on managing the CX services business, ensuring delivery of outcomes expected from our Cisco Portfolio. You will work closely with cross-functional teams to engage with executives and technical partners, advocating for our customers within Cisco across various functions.
You will model leadership and accountability, supporting your team in achieving financial and customer satisfaction targets. Your ability to develop and maintain strong executive relationships, along with your technical understanding of our core Architectures, will be essential in this position.
Key Responsibilities:
- Drive adoption and manage the CX services business to drive growth.
- Owning revenue and P&L for your customer segment team.
- Ensuring delivery of outcomes expected from the Cisco Portfolio.
- Supporting CX teams to engage with executives and technical partners.
- Ensuring software and service adoption, value realization, and successful renewals.
- Advocating for the customer within Cisco across various functions.
- Aligning delivery, partner, and customer success functions to support portfolio adoption.
Requirements:
- 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.
- Strong leadership experience.
- Experience with recurring revenue concepts, margin, and attrition.
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