Customer Success Executive

Cisco Systems, Inc. Allen , TX 75002

Posted 3 months ago

What You'll Do

The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco's new Customer Experience organization working with our most strategic customers. The successful leader in this role will positively impact their customer's business and will provide considered insights to Cisco cross-functional stakeholders.

The CSE will be accountable for ensuring that their customer adopts and realizes value from the subscription solutions they have purchased. They will develop and execute the strategy that will accelerate this process for the customer by balancing consistent global standards while optimizing for their customer. In addition, the CSE will be responsible for identifying opportunities to expand our solutions within the customer and effectively passing those opportunities to the sales teams.

This customer advocate will be responsible for developing health metrics in partnership with their customer. This includes creating and delivering business plans to key stakeholders, and ensuring support and alignment across the leadership team. The leader will ensure that the Customer Experience team is working collaboratively and will be responsible for executive communications within the customer and Cisco. Effective measurement and management of diverse, cross functional teams is a required skillset.

The role will:

  • Set the overall vision and strategic success plan for their customer and ensure it is integrated within the account team goals

  • Build and nurture strong customer executive relationships to develop a holistic and deep view of immediate needs and long term business objectives

  • Implement a Success Strategy across the account leveraging Partners as appropriate

  • Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience

  • Drive post-sales orchestration of all company wide and partner resources (people and assets) in support of their customers business objectives

  • Help the customer accelerate through a value lifecycle to realize their expected outcomes and drive successful renewals

  • Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement

  • Develop and deliver a Quarterly Success Review

  • Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer success

  • Accelerate Cisco's transformation to a Software and Services company

Who You'll Work With

The CSE builds deep relationships with customer senior leadership, partners and the extended Cisco CX and account team members in achieving their goals. CSE partners closely with Sales and becomes part of the account leadership team.

Who You Are

  • Strategic, self-driven thinker who can develop and implement a GTM strategy and is skilled at driving continued process improvements

  • Ability to work independently as well as leveraging a diverse, cross functional team to ensure success with the customer.

  • Prior success with understanding quantitative customer metrics health scores, NPS/CSAT, ARR to tailor interactions and drive actionable next steps to ensure customer adoption and renewal

  • A customer-obsessed mindset with a strong grasp of relevant success stories, customer KPIs, and best practices to drive superior outcomes

  • Strong relationship builder with a focus on aligning and collaborating with key stakeholders Business Unit Executives, Sales Executives, Delivery Executives, Success Executives, Consulting Executives, Partners and their Executives to drive an integrated, consistent customer-centric approach

Required Experience

  • 10+ years of experience in leading customer-facing organizations.

  • 5+ years of experience with subscription and software offers, preferably IT

  • 5+ years Sales or Business Development experience

  • Large Retail Vertical Experience

  • Bachelor's degree required, Master's degree preferred

Essential Skills

  • Critical Thinking

  • Executive Presence

  • Dynamic Presentation and Communications

  • Highly Organized & Operational Mindset

  • Financial Acumen

  • Highly Collaborative

  • Consulting Background a Plus

If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.

Why Cisco

WE ARE 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 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 give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Vice President Of Corrigo Customer Success

Jones Lange Lasalle Inc.

Posted 3 weeks ago

VIEW JOBS 9/25/2019 12:00:00 AM 2019-12-24T00:00 Corrigo provides cloud-based software that helps organization transform the way they own, operate and manage their facilities to provide best in class value through our platform product and services on a subscription basis. Customer Success team is crucial to our growth strategy and to our customers success resulting in their retention, growth and advocacy. We are looking for a visionary Vice President (VP) of Customer Success, with strong leadership and experience scaling a fast-growing Customer Success team while driving efficiencies and optimizations through the entire organization. The VP of Customer Success is responsible for building and setting the strategic direction for the department. This leader is responsible for helping our customer achieve success through value realization of our full suite of platform products and services. They will lead a team responsible for elevating our customers to trusted partner/advisor relationship. They would drive improved customer experience through every service interaction. This role includes responsibilities for Customer Success activities (including on-boarding, product support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, expansion, churn etc.). Key responsibilities of this leader include but not limited to: * Be "Voice of the Customer" and "Champion their Success" * Drive customer success strategies to help customers adopt, leverage benefits and realize value of Corrigo Platform' products and services * Create the Customer Success roadmap with a focus on improving customer experience, retention and growth * Implement strategies to create, influence and improve upon Customer Experience Management through CXM platforms and industry best practices * Create strategies to engage with customer, build journey map and influence their experience * Implement strategies to measure and improve customer satisfaction through NPS program * Build and deliver customer, revenue and margin retention and growth strategies * Proactively identify opportunities to help customers extract value from Corrigo platform by aligning products and services * Manage and influence customer renewal strategies, RFP avoidance while proactively reducing churn * Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores * Build Industry domain expertise (for you and your team) to help sales teams successfully convert opportunities * Improve Executive and senior level stakeholder relationship network through measurable metrics * Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutions * Build executive level relationships and be the POC for Strategic accounts * Drive accountability through measurable goals and outcomes across the department * Be responsible for creating and driving better stakeholder management strategies across the customer base * Improve customer reference-ability, deliver case studies and POVs based on customer implementations * Develop operational metrics to manage CS team performance * Help create, develop and mature Industry best practices on platform usage * Actively track, manage and monitor platform adoption, usage and customer experience * Oversee the creation of onboarding, enablement and skill set development for the CS function * Develop customer success road maps, periodic business reviews, schedule customer check ins * Oversee customer success value metrics workshop * Lead World-class Customer Success Team, attracting, developing, retaining top industry talent and driving continuous improvement * Inspire Customer Success Across Company by aligning with marketing team and delivering on campaigns Required Experience/Skills: * 15+ years experience in external facing customer / client management roles * 7+ years of experience managing Customer Success teams in a SaaS environment * Strong empathy for customers and passion for revenue and customer footprint growth * A track record of sales mentality through steady state customer management * Deep understanding of value drivers in recurring revenue business models * A track record of managing retention and growth across $25M+ portfolio of accounts * A track record of meeting and/or exceeding revenue expansion targets (in excess of $2M) * A track record of identifying and/or helping new revenue generating service offerings * A track record of managing high customer retention/renewal rates while reducing churn rate * Experienced in successfully implementing a CXM strategy * Experienced in rolling out an NPS strategy and successfully improving upon the baseline * Business or management consulting experience with demonstrated success in helping customers realize SaaS based platform/product value * Experience managing products, product offerings and customer experience with products * Strong organizational skills and communication skills including professional writing skills, verbal skills and experience presenting to executive teams. * Ability to manage influence through persuasion, negotiation, and consensus building * Well versed in negotiating and managing commercials * Enterprise Asset management, supply chain and/or facilities management experience strongly desired * Demonstrated desire for continuous learning and improvement * Enthusiastic and creative leader with the ability to inspire others * Background in sales "and" post sales roles is ideal * Background in software and SaaS solutions a huge plus * Minimum bachelor's degree required, masters/MBS is a plus #LI JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here. Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at Accommodation.Reques@am.jl..com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Jones Lange Lasalle Inc. Allen TX

Customer Success Executive

Cisco Systems, Inc.