Customer Experience Manager

Reposted 21 Days Ago
Be an Early Applicant
Minato, Osaka, JPN
In-Office
Senior level
Cloud • Information Technology • Internet of Things • Professional Services • Software
The Role
Drive adoption and value realization of Cisco software and services across assigned accounts to secure renewals and growth. Build executive and technical relationships, create and execute end-to-end adoption and financial plans, apply AI/automation insights to identify risks and optimization opportunities, coordinate cross-functional teams and partners, lead customer workshops and reviews, and advocate customer needs into Cisco product and delivery decisions to improve retention, satisfaction, and measurable business outcomes.
Summary Generated by Built In
This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey in alignment with sales and renewals teams, leveraging risk insights and adoption action plans to increase customer retention rates. It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience. Serving as a technology evangelist between customers and Cisco's product teams, the role provides feedback to inform product development and enhancements, stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to offer expert guidance, and applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows for enhanced scalability, efficiency, and business outcomes. The position is accountable for financials, including services revenue and margin, partnering with service delivery leadership to make strategic investment decisions and partnering with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals. Additionally, the role collaborates with sales, delivery, customer success, partners, renewals, and business entities to identify use cases and design and deliver solutions that drive value and business outcomes for customers, while leading Customer Value Workshops and CBRs to review adoption progress and drive customer outcomes and benefits expected from Cisco products and services, resulting in successful onboarding, adoption, and renewals. What You'll Do: •Leads creation and execution of E2E plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes •Applies good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment •Accountable for financials for defined accounts including services revenue, margin and making needed strategic investment decisions •Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions •Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts •Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback •Integrates Cisco technologies across accounts and applies AI-driven insights. •Leads collaboration with CSS, partner, BE, and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts •Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts •Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets •Applies insights from tools, and AI-driven dashboards to anticipate renewal risks and recommend interventions (e.g., training campaigns, executive alignment sessions). •Coordinates CX, delivery, and partner resources to execute against lifecycle milestones •Trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction •Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals •Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus •Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues •Leads customer engagements, collaborates and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience •Coordinates across teams during periods of high visibility outages or escalations to seek solutions •Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights •Applies advanced portfolio and financial expertise to make data‑driven decisions that maximize customer value and Cisco growth •Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential •Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency Minimum Qualifications Bachelors + 12 years of related experience, or Masters + 8 years of related experience, or PhD + 5 years of related experience, or equivalent relevant work experience Associate level (e.g., CCNA) or equivalent relevant certification expected. ​​Industry trend certifications​ THIS JOB DESCRIPTION DOES NOT APPLY FOR EMPLOYEES IN GERMANY.Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Skills Required

  • Bachelor's degree + 12 years, Master's + 8 years, PhD + 5 years, or equivalent relevant work experience
  • Associate-level certification (e.g., CCNA) or equivalent relevant certification; industry trend certifications
  • Strong technical expertise in Cisco network, software, and technology products
  • Experience applying AI and automation tools and AI-driven dashboards to analyze environments and drive adoption
  • Experience owning financials for accounts, including services revenue and margin and making strategic investment decisions
  • Proven ability to create and execute end-to-end adoption and customer success plans and lead cross-functional teams
  • Experience leading executive customer engagements, workshops, and business reviews to drive outcomes and renewals

Cisco Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.

  • Healthcare Strength Health coverage is described as robust with multiple plan options and access to onsite/virtual LifeConnections Health Centers on major campuses. Company materials also highlight mental-health resources and comprehensive preventive care, supporting strong core medical benefits.
  • Leave & Time Off Breadth Time away includes company‑wide recharge days, a paid birthday, a year‑end shutdown, and paid Critical Time Off for emergencies. Paid volunteer days further expand opportunities to step away and recharge.
  • Parental & Family Support Policies include a global minimum for paid parental leave for primary caregivers, caregiving concierge services, and on‑site children’s learning centers in select locations. In the U.S., family‑building support is consolidated under Carrot with a defined lifetime maximum, indicating structured assistance across fertility, preservation, adoption, and surrogacy.

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The Company
HQ: San Jose, CA
77,500 Employees
Year Founded: 1984

What We Do

Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.

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