While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results
What You'll Do
At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. We are looking for an outstanding Manager to lead the Success Program Managers in the Customer Success team Germany.
In this high-visibility and high-impact role, you will:
- Engage with Sales, Partners and customers to drive the value proposition of Cisco’s Customer Success motion.
- Set the overall vision and strategic plan for the German SPM team so we can address our customers at scale to adopt and use cisco technology
- Work intensively with our partner community to drive scale and added value
- Establish a strong relationship with our Partner Customer Success Managers to drive Adoption jointly
- Build a strong interlock with Sales, Partner organization and Renewals to provide an industry leading customer experience for Cisco customers on their adoption journey.
- Build and scale an integrated Customer Success SPM organization
- Drive multiple programmatic efforts for customer adoption, De-risk, utilization, and growth to achieve: Low Risk (Engage+) $ increase, IQRR increase, Customer Advocacy (Referenceable Customers, Success Stories – internal/external)
- Empower and encourage the SPM-team through effective communication and leadership.
- Advocate innovation and effectively lead through change.
- Be an inspirational role model by challenging and enhancing the strength of the Customer Success SPM team and aligning their efforts to the mission and vision of the CX organization
- Ensure close collaboration with Customer Success Specialists, CX Delivery and Renewals to be One CX.
- Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement.
Who You'll Work With
When you work with us, you'll be part of the Customer Success Leadership team Germany that makes effective decisions on CX lifecycle while we transform Cisco's overall sales and go-to-market approach. You'll build a strong network of cross-functional partners across CX (Customer Success Specialists, CX Delivery and Renewals) and Cisco to help our business grow profitably.
Establish a strong relationship with the CX-Leads of our top partners to build and follow joint adoption plans.
You will form and lead a high-performing, well-respected team within the CX Germany organization which exists to drive Cisco's customers successful through the life cycle. You will know your customers’ needs well and can help develop your team, so they delight our customers.
Who You Are
A manager with experience of leading teams through transformation and a passion for customer delight, with a proven ability to set a vision, excite, and lead a cross-functional teams to deliver strong outcomes. You know your customers and excel at translating their business requirements into a successful and profitable business. You are a passionate customer advocate who understands our partner eco system, Cisco sales and has an obsession with customer success.
As an excellent coach and mentor to your team you enable them to grow and drive themselves, the right mixture of guidance and laisser-faire-style. You can convey the most sophisticated concepts in the simplest of terms. Thriving in a fast-paced, dynamic and multi-cultural business environment you can work with a range of sensitive and confidential issues.
At minimum, we require:
- Many years of successful customer facing experience in the IT industry
- Leadership experience
- Experience in working with partners and sales teams
- Strong People Manager Skills
- Excellent executive level communication and presentation skills in German and English, including experience of presenting in front of large audiences
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what w