Description
Join Cisco's Customer Experience (CX) team as a Director - Customer Experience and be part of an exciting transformation! We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions.
As a key player in this journey, you will focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers maximize the value of their Cisco technology investments.
Your Impact
As the Director - Customer Experience, you will lead a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will play a pivotal role in working with customers via your team to drive adoption, managing the CX services business, and driving the growth of our business.
Responsibilities include:
- Developing strategies to enable customer success
- Ensuring delivery of outcomes expected by customers from the Cisco Portfolio
- Providing strong executive and technical influence with customers
- Advocating for customers within Cisco across functions
- Managing services revenue, margin, and software adoption KPIs
- Supporting teams to build and execute Technical Adoption Plans
- Aligning Delivery, Partner, Architecture, and Customer Success functions to support customer portfolio adoption and usage
- Staying up-to-date with the latest Cisco technologies, competitive landscape, and industry trends
Who You'll Work With
In this role, you will lead a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will provide executive stakeholder management of Customer Technical and Operational Leaders and Executives.
Minimum Qualifications
- Bachelor's degree in engineering, Computer Science, Business, or related field preferred; advanced degree or industry certifications are a plus
- 15+ years of experience with a solid understanding of Cisco technologies and architectures
- Good understanding of Enterprise industry trends, digital transformation, cloud networking, AI-driven operations, and managed services across ASEAN markets
- Excellent communication and relationship-building skills
- Ability to deliver financial KPIs and make strategic investment decisions