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
Who You’ll Work With
The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription, Customer Experience is critical, we are re-writing history, and you can contribute to the ambitious journey we are on.
What You'll Do
As Customer Success Executive (CSE) for our large CX customers you are ultimately accountable for successful adoption and value realization for the solutions and services our customers have purchased. You will:
- Deeply understand Customer business goals, environment, challenges and operational maturity
- Be the customer and people advocate on CxO-level
- Build and cultivate strong Customer executive relationships to develop a comprehensive and deep view of the immediate needs and current programs
- Help the Customer accelerate through the customer lifecycle to realize the expected outcomes.
- Ensure customers use and love purchased Cisco solutions and services
- Provide customer insights based on an in-depth understanding of the best methodologies for architecture, implementation, adoption & migrations
- Lead customer success motion from onboarding to business value realization (optimize)
- Post-sales orchestration of all company wide and Partner resources (People and assets like, webinars, workshops, etc.) to provide a unified path to Customer Success
- Lead Quarterly Success Reviews with the customer
Who You Are
You are an executive leader with excellent customer, partner and market orientation in software and subscription services. You are an industry leader with vision who can evangelise Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software and services. In addition, as a CSE you are keen to identify new opportunities and expand our value within a customer.
- Experience leading Customer Experience transformation work with key customers
- Experience in large scale IT infrastructures/solutions serving multiple customers (Managed Service / Cloud Provider)
- Experience building positive relationships and influencing others
- Success leading and coordinating teams to ensure flawless engagements with clients, partners, and sales teams
- Ability to shift from developing high level strategies to effective execution, influencing at every level and driving decisions through appropriate collaboration
- Can effectively suggest/explain Cisco technologies and solutions to different customer target groups, able to convey sophisticated ideas in a clear, concise manner
- Comfortable working in a highly matrixed and sometimes ambiguous environment.
- Experienced consultant who advises team members on strategies and best practices
- Motivates, encourages and continually develops team members while handling conflict effectively
- Fluency in German and English.
- Bachelors + 10 years or related experience
Critical Skillsets:
- Strong leadership skills to drive Cisco and customer cross-functional teams in complex, political environments.
- Strong communication and presentation skills with the ability to manage multiple initiatives in parallel
- Strong solution and managed services knowledge with the ability to translate to the relevant customer´s business objectives.
- Ability to establish trusted relationship with CxO and key decision makers and influencers at our customers
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company.
We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the gi