Director, Customer Experience

Join Cisco's Customer Experience (CX) team and be a 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, 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 role will be crucial in fostering deep trust and building lasting relationships with our customers.

By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer’s needs and accelerates their ability to realize outcomes effectively.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!

What You'll Do

As the Director - Customer Experience, you will be the leader of 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 drive the growth of our business. You will take end to end ownership including revenue and P for your customer segment team.

You will be the executive contact for customers that your team are aligned to and will support your team to develop strategies that will enable success. You will be responsible for ensuring the delivery of outcomes the customer is expecting from the Cisco Portfolio.

You will support CX teams to engage with both executives and technical partners within the customer to ensure the execution of:

• Adoption of software, services and value realization leading to successful renewal and growth.
• Mitigation of renewal risk throughout customer journey and in alignment with Renewals teams.
• Strong executive and technical influence with customers and understanding their business challenges and objectives.
• Advocate for the customer within Cisco across functions (e.g. Business Units, Finance, Sales) where necessary.
• Accountable services revenue, margin and software adoption KPIs across the customers within your segment portfolio.
• Support teams to build and execute Technical Adoption Plans in partnership with CSS that align with customer goals.
• Align Delivery, Partner, Architecture, and Customer Success functions to support your customers’ portfolio adoption and usage.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers and team members.

You will model leadership and accountability through achieving financial and customer satisfaction targets for the accounts in your stewardship. You will support your team in proactively taking accountability for achievement in their accounts. You will be a strategic thinker, helping your team align their actions with broader business objectives. You will model making decisions based on data insights that consider positive long-term impact. You will foster a collaborative team environment, build trust, and ensure teams work effectively together. You will use your strong communication skills to motivate teams and influence stakeholders.

Who You'll Work With

In this role, you will