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Customer Success Director, Cloud Infrastructure & Software Group

Company: Cisco Systems, Inc.
Location: San Jose
Posted on: April 8, 2021

Job Description:

Customer Success Director, Cloud Infrastructure & Software Group Location: San Jose, California, US Alternate Location Location Flexible Area of Interest Customer Experience Job Type Professional Cloud and Data Center Job Id 1325895 What You'll Do Cisco's Customer Experience (CX) organization is one of Cisco's fastest growing teams, transforming how Cisco thinks about accelerating customers through the adoption lifecycle across its entire portfolio of products and services. This is a time of unprecedented change for Customer Success within CX and Cisco - and we're looking for top talent who isn't afraid to rise to the challenge and go above and beyond to help us get there. The Customer Success Director, Cloud Infrastructure & Software Group, leads a team responsible for developing and orchestrating the customer success motions needed to drive adoption of the recurring offers within Cisco's Cloud Infrastructure & Software Group Portfolio. This highly visible, strategic role will be responsible for defining, executing, and evolving our customer success programs within the internal and external Cisco ecosystem to enable personalized, relevant interactions with customers at each stage in the customer lifecycle to realize business value faster. Responsibilities include: -- Identify most impactful areas in the business across products, technologies, and adoption barriers for which to drive and develop customer success motions -- Partner closely with the product business unit, Specialist Sales, and CX Product Management organizations to define the customer adoption journey by use case and needed adoption content to accelerate customers through the journey -- Mobilize a team of programs managers to define scope of each program, customer list, success metrics, and associated plan to drive a selected business outcome for the targeted set of customers -- Work closely with the wider CS field leadership teams to ensure successful movement and progress of customers on key metrics and against program targets -- Own the overall plan across all the relevant parties in CX, Sales, Partner, and Product/ Engineering teams to drive execution across success programs and resolution of key customer adoption barriers -- Develop strong interlocks with the Renewals organization to understand key customer attrition insights and ensure continued focus on the right customers to deliver quick time to value and sustained improvement to renewal rates -- Continually measure progress across program via clear KPIs and established field feedback loop to evolve and iterate program for maximum business impact for both our customers and Cisco Who You'll Work With Our teams are all about adapting quickly to respond to market changes and bringing innovation and new ways of thinking to evolve our operating model. This individual will be integral in owning the relationships with key stakeholders across CX and the broader Cisco organization to ensure that each of our success programs rapidly land in the field. Key groups include: -- CX Product Management - Align on customer use cases and customer adoption journey. Define scope of customer success program and associated adoption content across a variety of formats, including 1:1, 1:many, and digital channels -- CX Communities & Enablement - Partner with leaders of each CX role community to enable customer success roles on programs, intended outcomes, and collateral to successfully engage customers and accelerate adoption -- CX Platforms - Provide requirements and partner with role process SMEs on team to ensure execution of the program into customer success tools and systems -- CX Field teams, CX Renewals - Develop feedback loop from the field to ensure strategy and program intention matches with reality of execution and tweak or redefine engagement strategy as needed -- Sales, Business Unit, and Partner Organizations - Connect into wider Cisco organization and customer-facing roles to ensure tight integration and alignment across entire customer lifecycle and ongoing actions across the functions to collectively drive customer outcomes. Who You Are

  • Customer Obsessed : Proactively understands customer needs and work across cross-functional teams to develop a holistic strategy that enhances customer value.
  • Business Acumen & Detail Oriented: Clear understanding of high-level business landscape including key strategic priorities and competitive marketplace, with an equal ability to dig into the details and connect them back to the overall strategy and objectives
  • Bias for Action & Unafraid to Challenge Status Quo : Constantly thinks about what more can be done, with a bias for moving fast and stepping up to own efforts without explicit direction
  • Impact-Driven & Results-Oriented : Independently seeks out information, solves conceptual problems, corrals resources, and leads collective efforts to drive progress
  • Cross-Team Collaborator & Influencer: Understands that collaboration is imperative to everything we do, continually working across internal and external teams to understand nuances to problems and a knack for bringing people together to drive a single, coordinated effort to solutioning
  • Effective Communicator & Leader : Ability to define a vision and build and rally a team around a shared vision. Clearly articulate challenges and present holistic, thoughtful solutions at the necessary depth across both cross-functional teams and senior leadership
  • Integrity & Team-First Attitude : Always operates with the mindset of what is best for the business and the team and consistently acts in alignment to that focus Required Experience
    • 12+ years of relevant experience with subscription and software offers; background in business operations, process, strategy & planning, or customer success/customer-facing functions
    • Prior experience running operational teams with a track record for attracting strong talent, fostering inter-team collaboration, and encouraging continuous learning and growth
    • Ability to lead, manage, and influence through persuasion, negotiation, and consensus building
    • Established track record of connecting strategy to execution, with an ability to define and lead others toward a shared vision while also driving the necessary changes to implement
    • Track record for thriving amidst ambiguity and creating structure and clarity
    • Passion and aptitude for data, analytics, and process: ability and desire to dive into data to understand metrics and continuously refine & improve our customer success strategy and performance
    • Strong business and technical acumen, combined with analytical and organizational skills; good understanding of value drivers in recurring revenue business models
    • Ability to drive change management and guide colleagues with confidence and empathy through a fast-paced changing environment If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you. Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!-- Sign up to receive notifications of similar jobs Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
      Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Keywords: Cisco Systems, Inc., San Jose , Customer Success Director, Cloud Infrastructure & Software Group, Executive , San Jose, California

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