Customer Success Manager

Job Description

What You'll Do

Cisco is seeking the expertise of an experienced Customer Success Manager to join our team to manage deployment and adoption of Webex Calling by enterprises and service providers.

This is a remote position (home office) and will require travel to client locations and the Cisco Contact Center office location (US Travel).

Who You Are

The selected candidate will be ultimately responsible and fully accountable for managing multiple large accounts effectively serving as “trusted adviser” with regards to Cisco’s Webex Calling solution suite. In addition, the candidate will be expected to coordinate internal resources in order to deliver improved business results on behalf of the clients through new and existing services.

Who You'll Work With

This position requires frequent communication with internal team members regarding client status, new opportunities and resolution of problems and issues. Customer Success Manager is a key partner with account executives in managing customer relationships.

Responsibilities:

• Technical Account Management: Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives. Reports regularly to Management on client status.
• Service Activation and Training: Coordinates internal resources to activate new services on behalf of client. Acts as subject matter expert to train customers, partners and internal employees on the technical details and value of the Cisco Webex Calling product Suite. Contribute thought leadership and best practice, both internally and externally around client engagements
• Sales Development : Own responsibility for expansion of the Ciscos Webex Calling and portfolio, where appropriate, by networking between customers and channel partners. Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
• Customer Care: Maintain customer relationship to ensure customer loyalty.

Customer Success Manager’s core responsibilities include:

1. To make sure that the customer is getting the “Desired Outcome” by using the product.
2. To ensure customers have a great experience with the product and at every touch point. with the company.
3. Calculating periodic account health of (at least) key accounts.
4. Converting customer relationship and value into real advocacy. It could come in the form of an internal NPS survey, external reviews, a case study or the good old referral.
5. To interact with customers and figuring out what features do they require. These features can then be added in the product roadmap. This way the focus will always be on making a product which the customers actually want.

The goal is to drive recurring revenue and growth, by renewals, upsells, upgrades and expansions. Customer success is responsible for increasing the profit for the company.

As cliched as it may sound, in today’s world, the customer is the king. Every problem should be tackled keeping the customer in mind.

Customer Success Manager is a person who is handed over the customer relationship after the customer signs up. Traditionally we have seen account managers and relationship managers play these roles as well. But the skills, tasks and objectives differed. The main difference is that for a customer success manager the only focus is to make your customers successful which will eventually lead to financial growth of the company.

Desired Skills & Experience

• Solid and proven client management experience
• Ability to understand client’s business needs and recommend solutions that meet them
• Experience with business intelligence and analytics solutions, preferably in the Contact Center/ Telecommunications Environment
• Excellent people management and relationship management skills
• Excellent verbal and written communications skills
• Strong understanding of project management tools and methodologies
• Ability to pre-empt and coordinate advanced planning, coordination and people management in order to achieve the project’s deliverables
• Ability to multi-task and prioritize external and internal customer needs along with project tasks
• Strong interpersonal, analytical and organizational skills
• Travel to client site(s) expected (20-40%)
• 7+ years related experience preferred
• B.S or Masters in Business or Technical degree

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 will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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. 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.