Customer Success Executive

at  Cisco Systems

The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription, Customer Experience is critical, we are re-writing history, and you can contribute to the ambitious journey we are on.

As a CSE, you are accountable for successfully accelerating adoption and value realization for the products and services our customers have purchased.

• Build and nurture strong Customer relationships at all levels

  • Understand Customer business goals (desired outcomes), environment, challenges and operational maturity
  • Orchestrate the Customer Experience (including Cisco Services, Partner resources, and Customer teams) to provide an aligned and coherent path to Customer Success from onboarding through business value realization to advocacy
  • Accountable for Customer sentiment, including resolution of customer critical issues via oversight and driving clarity on mitigation planning while owning communications to customers and internal teams
  • Working closely with Customer and Cisco teams, develop and execute a holistic Success Plan aligned to Customer priorities and Cisco investments
  • Lead Quarterly Success Reviews to understand, define, measure, and articulate the return on Cisco investments and achievement of outcomes
  • Partner with Sales on defining the overall account strategy, relationship management, and growth plans aligned to the customer’s desired outcomes.
  • Proactively manage renewal risk to drive renewal metrics through documented adoption plans at a premium to company averages
  • Provide customer insights and recommendations based on best practices, business trends, and recognized performance challenges
  • Contribute to collaborative and community forums enabling and empowering the CSE community