Customer Experience Strategist

hace 1 mes

Madrid, Madrid, España Cisco A tiempo completo

Company Overview



At Cisco, we're shaping the future of technology and digital innovation. Our company is built on a foundation of collaboration, inclusivity, and customer satisfaction.

Salary



We offer an estimated annual salary of $120,000 for this role, commensurate with experience and qualifications.

Job Description



As a Customer Experience Strategist at Cisco, you will play a pivotal role in driving the successful adoption and utilization of our technologies and services within customer organizations. This will lead to value realization and growth through strategic partnerships and outcomes-oriented solutions.

Your primary CX point-of-contact, you will take end-to-end ownership of customer relationships, understanding their business and technical objectives and developing strategies that enable them to achieve their goals.

You will be responsible for ensuring customer-aligned outcomes through engagement with executives and technical partners within the customer organization.

Key Responsibilities:



  • Drive Adoption of Software and Services: Lead the adoption of Cisco software and services to achieve successful renewals and growth, mitigating renewal risks and increasing customer retention rates.
  • Develop Strong Relationships: Develop and maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
  • Advocate for Customers: Advocate for customers within Cisco, ensuring their needs are met and they receive a high-quality customer experience.
  • Own Financials: Own financials, including services revenue and margin, and make strategic financial decisions.


Who You'll Work With



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 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 possess excellent communication and relationship-building skills, enabling you to develop and cultivate partnerships with our customers. You're adept at handling financials and making strategic investment decisions. With expertise in driving software and service adoption, mitigating renewal risks, and improving customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Minimum Requirements




  • Knowledge of Technology Architecture: Knowledge of at least one technology architecture.
  • Delivery Experience: 3 years of delivery experience and a solid understanding of software lifecycle practices.
  • Executive-Level Customer Experience: Experience in developing and cultivating strong relationships with executive-level customers.
  • Cross-Functional Team Leadership: Experience leading diverse, cross-functional virtual teams in a collaborative, matrixed organization.
  • Recurring Revenue Concepts: Experience with recurring revenue concepts, margin, and attrition.


Why Choose Cisco?



At Cisco, we're passionate about empowering a more inclusive, digital future for everyone. We believe that together, we can shape the future of technology and create opportunities for individuals and communities around the world.

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