Customer Success Executive - Quebec

at  Cisco Systems

WHO YOU’LL WORK WITH

The CSE will build deep relationships with Public Sector or Enterprise accounts customer senior leadership, partners and the extended Cisco account team members in achieving their goals. The role will:

• Set the overall vision and strategic success plan for their customer.
• Deeply understands the customer business goals, environment, problems and operational maturity.
• Build and encourage strong customer executive relationships to develop a well-rounded and deep view of immediate needs and current programs.
• Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals.
• Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience.
• Drive post-sales orchestration of all company wide and partner resources (people and assets) in support of their customers business objectives
• Develop and deliver Quarterly Success Reviews in partnership with account team
• Implement Success Strategy across the account using partners as appropriate.
• Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer Success.
• Accelerate Cisco’s transformation to a software and services company

DESIRED EXPERIENCE:

• Consistent record (10+ years) in leading customer-facing engagements in a SaaS driven organization.
• Ability to influence through persuasion and consensus building
• Strong empathy for customers and a passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent executive level communication and presentation skills, (Fluency in Canadian French Language).
• Cisco solutions knowledge
  If you are looking for a creative involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.

WHAT YOU’LL DO

The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s new Customer Experience organization working with our strategic Enterprise and Public Sector customers. The successful leader will directly impact their customers and partners who have purchased Cisco subscription solutions and will provide strategic insights to Cisco cross functional team members. Experience working in Public Sector or Enterprise accounts is required for this role.
The Customer Success Executive will be accountable for ensuring that their customers successfully adopt and realize value from Cisco’s subscription solutions. This includes developing and executing the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive from Cisco subscription offers. This leader will ensure the execution of consistent global standards while optimizing for their customer. In addition, the Customer Success Executive will be responsible for finding opportunities to expand wallet share within a customer and/or partner and effectively passing those opportunities to the sales teams.

The CSE will build deep relationships with Public Sector or Enterprise accounts customer senior leadership, partners and the extended Cisco account team members in achieving their goals. The role will:

• Set the overall vision and strategic success plan for their customer.
• Deeply understands the customer business goals, environment, problems and operational maturity.
• Build and encourage strong customer executive relationships to develop a well-rounded and deep view of immediate needs and current programs.
• Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals.
• Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience.
• Drive post-sales orchestration of all company wide and partner resources (people and assets) in support of their customers business objectives
• Develop and deliver Quarterly Success Reviews in partnership with account team
• Implement Success Strategy across the account using partners as appropriate.
• Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer Success.
• Accelerate Cisco’s transformation to a software and services compan