Success Program Manager

Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.
• What You'll Do
• The Success Programs Manager will be accountable for ensuring that their customers optimally embrace and realise value from Cisco's subscription solutions. This includes developing and executing the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive from Cisco subscription offers. Will ensure the execution of consistent global standards while optimizing for their customer. In addition, the Success Programs Manager will be responsible for finding opportunities to expand wallet share within a customer and/or partner and successfully passing those opportunities to the sales teams.

This customer advocate will be responsible for continuous improvement of results, reporting of said results, crafting and delivering business plans to key partners, and ensuring support and alignment across the leadership team. Will ensure that the Customer Experience team is working collaboratively and will be responsible for executive communications within the customer and Cisco. Effective measurement and management of teams with varied strengths is a required skill.
• Who You'll Work With
• The SPM will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:
• Set the overall vision and strategic success plan for their customer.
• Deeply understands the customer business goals, environment, difficulties and operational maturity.
• Build and encourage strong customer executive relationships to develop a coordinated and deep view of immediate needs and current programs.
• Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals.
• Implement a success strategy across the account using partners as appropriate
• Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience
• Drive post-sales orchestration of all company wide and partner resources (people and assets) in support of their customers business objectives
• Develop and deliver Quarterly Success Reviews in partnership with account team
• Implement Success Strategy across the account using partners as appropriate.
• Represent the CX organization at the highest levels within their customer and serve as the lead spokesperson and ambassador for Customer Success.
• Accelerate Cisco's transformation to a software and services company
• Who You Are
• - Strategic and dedicated problem solver who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements
• Ability to work independently as well as using full team and cross functional resources to ensure successful customer experience at each interaction
• Prior success with understanding quantitative customer metrics - health scores, NPS/CSAT, ARR - to tailor interactions and drive concrete next steps to ensure customer adoption and renewal
• A customer-focused approach with a strong grasp of relevant success stories, customer metrics, and standard methodologies to drive outstanding outcomes
• Positive relationship builder with a focus on aligning and collaborating with key partners - Business Unit Executives, Sales Executives, Delivery Executives, CX Executives, Consulting Executives, Partners and their Executives - to drive a coordinated, consistent customer-centric approach
• Required Experience
• - 7+ years' experience in leading customer-facing organizations. Proven successful consulting, with key technical and sales competence
• 4+ years' of experience with subscription and software offers
• Ability to influence through persuasion, negotiation, and consensus building
• Strong appreciation for customers and a passion for revenue and growth
• Confirmed desire for continuous learning and improvement
• Excellent executive level communication and presentation skills
• Bachelor's degree required
• Why Cisco?
• WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses