Description
We are seeking a Customer Experience Manager to join our team in the Greater New York Metropolitan area. As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations, leading to value realization and growth of our business.
You will be responsible for understanding customer business and technical objectives and developing strategies to enable them. You will ensure that we deliver customer-aligned outcomes and engage with both executives and technical partners within the customer.
Key responsibilities include:
- Developing and maintaining strong executive and technical influence with customers
- Advocating for the customer within Cisco
- Building and implementing Technical Adoption Plans
- Leading Customer Value Workshops and QBRs
- Staying up-to-date with the latest Cisco technologies and industry trends
Requirements:
- 12+ years of related experience
- Knowledge of at least two technology architectures
- Experience driving successful customer adoption and delivery of professional services projects
- Experience developing and maintaining strong executive relationships
- Experience leading cross-functional teams in a matrix organization
- Experience with budgeting and recurring revenue concepts
Preferred qualifications:
- Deep domain expertise within State, Local Government, and Higher Education (SLED) environments
- Advanced knowledge of Cisco's software portfolio, telemetry, and platform capabilities
In this role, you will partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization.
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