Cisco Customer Success Manager (CSM)

Roles and Responsibilities

· Manage and support a dedicated group of strategic customers, serving as the trusted advisor of their Cisco Enterprise Agreement portfolio

· Ensure early, strategic alignment with the account teams and customers for best understanding of the customer’s positioning and intention to purchase/renew their Cisco solutions

· Work to build strong relationships with assigned client leads, both internal and Cisco dedicated, to align for one unified support motion

· Ensure a concise understanding of the customer’s Cisco subscriptions, enterprise agreements, and services support, while pairing business objectives that drive satisfaction in the customer experience

· Collaborate with internal teams to ensure deployment of solutions and continued adoption

· Partner with Cisco’s specialized resources to ensure a strategic and smooth onboarding of software entitlements in the enterprise agreement

· Drive adoption and consumption of Cisco solutions throughout the defined stages of the lifecycle while successfully optimizing the value received

· Handle event remediation including Exceptional Growth True Forwards, Annual True Forwards, Value-Shift, modifications, non-provisioned subscriptions, and customer escalations

· Measure and report on the consumption status of software and services entitlements via organized Quarterly Success Reviews

· Proactively identify and communicate new opportunities within customer’s Cisco portfolio to drive account growth and future strategy

· Collaborate with Cisco’s Asset Management team for monitoring and mitigation of asset service levels, while advising on best practices to remediate overconsumed levels

· Identify renewal opportunities and drive renewals process alongside the Ahead Renewals Team

· Drive adoption use-case requirements within the Cisco Lifecycle Incentive Program

· Understand Cisco’s multiple buying models that focus on software, hardware, and services requirements: WPA, IPA, CX EA, EA, ALC Software, etc.

· Navigate the use of Cisco’s dedicated CX Tools: including but not limited to: Partner Experience Platform, Subscription Workbench, CCW-R, Workspan, Cisco Software Central, Smart Accounts, EA Workspace, Lifecycle Advantage, and Customer Service Hub.

· Ensure understanding of Cisco services levels and the digital support platform: Standard, Enhanced, Signature, Cisco IQ

Experience and Certifications

2-4 years of relevant Customer Success Management experience

Cisco Customer Success Manager certified preferred

Cisco Customer Experience Blackbelt is a plus

Experience with Totango’s Customer Success platform is a plus

Skills

Strong ability to manage change and engage team members

Capable of providing direction and leadership to others

Good facilitation and communication skills

Excellent presentation skills

Ability to manage and escalate client issues

Ability to react and adjust priorities of tasks

Comfortable in communicating and interacting with C-level customer stakeholders

Proficient in MS Office:

MS Word – must be able to create and modify documents

MS Excel – create and modify pivot tables, manipulate data, create charts and graphs

MS Power Point – create and modify presentations