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
• 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
• excellent communication and relationship-building skills, enabling you to develop and cultivate partnerships with our customers
• adept at handling

making strategic investment decisions. With

improve

• customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate
• years of related experience
• Familiarity with at least
• Fluent German
• Experience in developing and cultivating strong relationships with
• Experience leading diverse, cross-functional teams in a collaborative, matrixed organization
• Experience with budgeting and recurring revenue concepts, managing margins and reducing attrition

WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

at light speed across connections does so securely, yet

helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times

in life to big career moments. And giving back is in our DNA (we get

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together

committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions

Message to applicants applying to work in the U.S. and/or Canada:

• When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process
• U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings
• Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
• 75% of incentive target for each 1% of revenue attainment up to 50% of quota;
• 1.5% of incentive target for each 1% of attainment between 50% and 75%;
• 1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation
• For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid