Customer Experience Manager, Saudi

Job Description

Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens. Travel: Up to 30% Location: Saudi

What You'll Do

As a Customer Experience Manager, you will play a crucial role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

• Drive adoption of software and services, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.
• Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
• Advocate for customers within Cisco, ensuring their needs are met, and they receive a high-quality customer experience.
• Own financials, including services revenue and margin, and make strategic financial decisions.
• Build and implement Technical Adoption Plans and E2E Customer plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full use of our technologies.

Who You'll Work With

In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and our Partners to drive value realization. You will collaborate with Sales, Renewals, the Solution Development Architect team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and cultivate partnerships with our customers. You're adept at handling financials and making strategic investment decisions. With expertise in driving software and service adoption, mitigating renewal risks and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. Fluent Arabic is also required.

Minimum qualifications:

• 8 years of proven experience.
• CCIE preferred, but also a good level of technical understanding will also be considered.
• Knowledge of a single technology architecture
• Experience driving successful customer adoption and delivery of projects.
• Experience developing and maintaining strong senior level relationships
• Experience coordinating cross-functional teams in a matrix organization
• Financial and/or adoption forecasting experience
• Fluent Arabic required

Why Cisco? (This is the Standard and cannot be changed)

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with

empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.