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Manager, Product Management Lifecycle Experience (LX)

Company: Cisco Systems, Inc.
Location: San Jose
Posted on: March 18, 2023

Job Description:

Our Customer Success (CX) team is responsible for defining and driving the end-to-end customer success and technology adoption motions through the entire customer lifecycle. In this critical role, you will direct a team of product managers who are passionate about improving customer success, satisfaction and renewals via use cases for solution domains in Campus, WAN, Meraki, Cloud Networking and Cloud Compute solution Domains. Our group is part of the Customer Success (CS) team operating in partnership with multiple teams in Cisco: product engineering, support, marketing, sales, and service delivery. You are a connector correlating and aligning across many functions to impact the transformation of our recurring revenue business by advising on the evolution of customer outcome attainment via use case engagement and digital content curation. Core Responsibilities Include: Leading a world-class team of Use-Case Product Managers obsessed with Customer Adoption progression leading to higher renewal rate Guide the team on key functions as:

  • o UC Planning, Roadmap Development, Management, and Launch ensuring Use Case readiness in CS Console & CX Cloud
  • o On time delivery of all collateral and resources that are needed to bring Use Cases to market.
  • o Offer structure and determination of customer eligibility requirements as well as
  • o Plan and coordinate the building of all community and partner learning & enablement plans in partnership with highly technical Solution Architects
  • o Collaborate with Product Marketing, Sales and BE PM on Value Messaging
  • o Drive Resolution of all telemetry help desk requests.
  • o Manage Correlation of Exit Criteria to Target Renewal Rates partnering with BE To lead specification of AOV for SDA / Zero Trust Use Case
  • o HMP & Eligibility Rule Maintenance and Execution
  • o Drive Resolution of Telemetry Help Desk Tickets
  • o Leverage data insights to direct the lifecycle of use case content and performance for customer success with PM team Drive the cross-functional team to build and continuously improve use case performance by uncovering the key sticky features providing business value to our customers You will directly report to the SAN Strategic Pillar Lead for Lifecycle Experiences for Customer Success Programs You will collaborate with the key partners in CX Product Management, DX, Enablement, Marketing, and Business Entity teams; as well as the Customer Success communities, to ensure effective enablement and technical content is in place to drive customer adoption motions. Who You Are You are a motivated self-starter with a bias for action. You have a proven track record in performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlines effectively. You have the ability to create compelling fact-based strategies that drive action using concise business terms. You can make strategy actionable by demonstrating the following characteristics: Customer Obsessed - Proactively anticipates customer needs and works across cross-functional teams to develop an integrated strategy that enhances customer value. 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 Constantly thinks about what more can be done, with a bias for moving fast and stepping up to own efforts without explicit direction Independently seeks out information, solves conceptual problems, corrals resources, and leads collective efforts to drive progress Understands that collaboration is imperative to everything we do, continually working across internal and external teams to understand nuances to problems and an interest in bringing people together to drive a single, coordinated effort to solution creation Ability to build and rally a team around a shared vision. Clearly articulate challenges and present complete, thoughtful solutions at the necessary depth across both cross-functional teams and senior leadership Always operates with the mindset of what is best for the business and the team and consistently acts in alignment to that focus Required Skills: Your role is people, data, and communications intensive; it requires excellent leadership, critical thinking, independence, organization, data analysis, presentation, and communication skills Bachelor's degree required; Master' preferred 10+ years' experience in business operations for sophisticated technologies sold via a recurring revenue model. Cisco experience preferred Working knowledge of SFDC reporting and Excel data to generate actionable insights. Comfortable with Salesforce, Excel, and other data analysis tools and databases (Tableau, Looker, Snowflake, etc...) Strong leadership, communication, and organizational skills with the flexibility to shift priority projects as required. Excellent written and verbal communication including the ability to communicate complex ideas via simple and intuitive communications Analytical skills to develop insights into complex business issues Strong business awareness and decision-making ability Ability to influence others yet be open to different perspectives Why Cisco At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays, and learns, but our edge comes from our people. We connect everything - people, processes, data, and things - and we use those connections to change our world for the better. We innovate everywhere - From launching a new era of networking that adapts, learns, and protects, to building services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education, and more - from Smart Cities to your everyday devices. We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco 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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Keywords: Cisco Systems, Inc., San Jose , Manager, Product Management Lifecycle Experience (LX), Executive , San Jose, California

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