Customer Success Manager

You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This collaborative environment will enable you to leverage the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.

As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals.

You are a technical professional whose sweet spot is in customer relationships and success. You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes. You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment. Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth and work collaboratively with Renewals and Sales teams. You have a keen eye for identifying new opportunities and are dedicated to ensuring customer success and happiness.

• Acting as a technology advocate, providing feedback to Cisco's product teams for development and improvements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Offering expert mentorship to customers, ensuring they achieve their business and technical goals with Cisco technologies.
• Driving software utilization and value realization, leading to customer renewals and business growth.
• Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
• Building positive relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
• Advocating for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Build and implement Technical Adoption Plans in partnership with Customer Success Specialists (CSS) that align with customer goals to increase their technology investments and promote the full use of our technologies.
• Staying up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers

• 8 + years working in a customer facing role in an IT company or in an Enterprise IT organization
• Understanding of fundamental networking concepts - skills and knowledge to set up, manage, fix, and troubleshoot small to medium-level networks.
• Experience developing software adoption plans across technology portfolio
• Experience driving software adoption with customer executives and technical leaders
• Experience leading cross-functional teams in a matrix organization

• Knowledge of Route/Switch/Wireless
• Working knowledge of healthcare provider industry
• CCNA or CompTIA Network+ certification (or equivalent work experience)

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