Customer Experience Manager

Job Description

This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey in alignment with sales and renewals teams, leveraging risk insights and adoption action plans to increase customer retention rates. It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience. Serving as a technology evangelist between customers and Cisco's product teams, the role provides feedback to inform product development and enhancements, stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to offer expert guidance, and applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows for enhanced scalability, efficiency, and business outcomes. The position is accountable for financials, including services revenue and margin, partnering with service delivery leadership to make strategic investment decisions and partnering with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals. Additionally, the role collaborates with sales, delivery, customer success, partners, renewals, and business entities to identify use cases and design and deliver solutions that drive value and business outcomes for customers, while leading Customer Value Workshops and CBRs to review adoption progress and drive customer outcomes and benefits expected from Cisco products and services, resulting in successful onboarding, adoption, and renewals. What You'll Do: Show More