What You'll Do
The Customer Experience (CX) Practice Lead is passionate about defining and driving end-to-end customer success throughout their lifecycle/journey following initial purchase. This role enables customer adoption of Cisco services and products through resources in the regions. Their mission is to help enable the team to lead the customer to the next phase of the customer lifecycle and to visualize their future in the lifecycle. Work with the key stakeholders in the BE, Sales and Theatres aligning and agreement on roles and responsibilities at each step in the adoption process. Must establish communications and reporting cadence with key stakeholders, leveraging expertise from New Product, Product Management, Finance and Ops providing multi-directional alignment and knowledge sharing. Owns content standardization and appropriate linkages to Web Site and field collateral in alignment with New Product and Product Management. Supports controlled product introductions or structured market trials by aligning priorities for incubation in the field to occur. Implements effective mechanisms for customer and field feedback on the CX Product portfolio. Responsible for gathering Regional requirements to drive the development of offers and ensure attainment of specific goals for growth and scalability; working closely with the CX Product Management and New Product team. Maintain relationships with key regional customers and field sales to ensure proper alignment of offers and market sensing in collaboration with the Product Management team. Maintain and support the Sales and BD communities ensuring proper enablement of offers in the Sales cycle. Provide Sales escalation support for offer positioning by either direct involvement or by coordinating the needed experts to resolve Sales position.
Other Responsibilities Include:
Maintain tight interlock with the Customer Success and Business Development Alignment teams supporting other architectures to ensure that a single, consistent engagement process is defined, and alignment in maintained across all teams
Act as a change agent and ensure the assigned architecture team (and peer group, the broader CX Product Management team), are aware of the present state of maturity of CX processes and systems, any new roles and their purpose, and emerging priorities for CX process adoption
Ensure an appropriate commercial strategy is enacted portfolio offers
Work with product and portfolio management resources, and CX Operations, to define and continuously improve portfolio metrics and reporting; highlights areas where essential quantitative and qualitative data is needed to provide improved insight into the effectiveness and growth of the portfolio
Define and build the required BDM function within Product Management
As the portfolio evolves, collaborate with counter-parts in sales, BDM, and partner organizations to define change management and enablement mechanisms to drive speedy adoption, highlighting laggards as needed
Maintain forecast for the architecture and, working across sales and regional delivery teams, ensures an effective and agreed upon forecasting process is established, and reporting is accurate (this will be refined over time as systems improve)
Define the analyst strategy for the portfolio; including analyst update and enquiry frequency; develops and nurtures relationships with key analysts through partnership with Cisco's Analyst Relations team in the specific technology domain
Define and track key portfolio metrics, including bookings and revenue by service type, bid and delivered GM by service type, SKU use, etc.
Drive the alignment for CX Portfolio with Partner Strategy Teams; ensure appropriate collateral is in place to support consumption of offers via the channel; ensure the Partner Enablement teams are equipped to drive Partner adoption; report on bookings and revenue related to partner sales for CX Portfolio Offers
Who You'll Work With
The CX Practice function resides in each CX Product architecture team and is responsible for ensuring effective enablement motions and content, and for defining the end-to-end customer success motion and interlock process with key stakeholders in the BE, Sales, and Regional Delivery organizations for their assigned architecture. As Cisco transitions to and matures its customer experience processes, tools, and engagement model, this role will be critical in defining and continuously improving the CX Platform organization's role in the customer success engagement model and its continuous improvement. You will work with the Architecture GM to help navigate the commercial considerations for portfolio simplification and transformation initiative in the short term, and over time; the definition of effective customer and field feedback mechanisms will be crucial to these activities.
Who You Are
You are a motivated self-starter with a bias for action. You have demonstrated your ability to perform well in a fast-paced environment and have organizational skills to conduct multiple projects with tight deadlines effectively. You can create compelling story arcs that convey the value of complex technologies in concise business terms. You have strong executive presence, cross-group collaboration and interpersonal skills that drive influence among the senior leaders across a highly-matrixed organization.
Our minimum requirements are the following:
Bachelor degree required; Masters' preferred.
12+ years' experience in product marketing, communications, or product management for sophisticated technologies, preferably in the area of Service Provider.
Expertise at process and driving regional alignment
Strong leadership, communication and organizational skills and the flexibility to shift priority projects as required
You excel in a highly matrixed organization
Outstanding messaging background; ability to develop compelling persona-based technical and business-level messaging at the level of both individual offerings and the whole portfolio
Outstanding written and verbal communications skills with the ability to explain complex technology concepts via simple and intuitive communications
Analytical skills to develop insights into complex business issues
You are exhilarated by working in a fast paced, dynamic environment, with changing priorities
Proven track record of crafting compelling positioning and thought leadership content.
Strong business insight and decision-making ability
Proven ability to work closely with senior leadership, sales and product management to enable their respective successes.
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Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco Systems, Inc.