Who You'll Work With
As a Customer Zero Technical Manager in Digital Enterprise Solutions' (Cisco IT) Customer Zero & Technology Excellence organization, you will be responsible for new technology experience validation including technical management with business units, IT engineering, and product engagement. You will orchestrate activities, driving the success of the new technology portfolio. You will report to the Director of Operations, Value and Portfolio, Customer Zero.
Customer Zero is helping prove Cisco innovations' quality, value, and scale. Our mission is to engage our customers, showcase and evangelize Cisco innovations to drive customers' success and profitable growth for Cisco. Through early IT touch points with Cisco product development teams, we broaden the breadth of Cisco offers, and improve time-to-value across the Cisco offer lifecycle. It is an exciting time to join Customer Zero as it is one of the highest priority initiatives for all of Cisco Customer Experience and Operations. This is a great opportunity, with high impact, to play an integral role in IT innovation and transformation at Cisco IT and in helping build relevance for Cisco customers.
What You'll Do

• Own the lifecycle of onboarding, adoption, and expansion of networking, cloud, and security programs early deployment and evaluation for Cisco IT.
• Be the internal client advocate when communicating requirements to the Customer Zero team keeping in view the overall success criteria, metrics, desired timelines/outcomes, etc. Map stakeholders,
• Definition of governance review cadence - quarterly/monthly. Facilitation of the weekly execution meetings. Weekly leadership reporting/progress visibility
• Business Unit relationship: When you collaborate with both the Business Entities and the Customer Zero Development, Engineering, and Portfolio Management and Value teams, you quickly understand the technology impact on business outcomes. While you do not have to be someone with a technical background and credentials, it is crucial to understand its business impact. Understand and document roadmaps...
• Business analysis: Understand the change management process's impact, cascading delivery schedules, and communicate the impact and timelines back to IT leadership. Similarly, share solution and business priorities back to the Engineering team and be ready to assert and uphold them.
• Marketing/packaging and scaling our insights - writing/editorial skills
• Customer Zero success: Strive to continually improve on the "time to value" and improve our customers' overall experience. Understand Cisco IT objectives and how the chosen technology solution impacts their business outcomes.
• Ensure delivery, onboarding, and adoption of solutions, conduct ongoing operational reviews.
• Meet with customers to strengthen relationships, conduct gap analysis, report on usage, and lead value discussions
• Share insights and takeaways to advise customers on technology adoption and value.
• Participate in the recruiting and interviewing process of potential team members

Who You Are

• Minimum 5 years' experience in consultative customer facing role, ideally within technology or SaaS based company
• Strategic problem solver, relationship management, and strong dedication to client success
• Proven teammate willing to work closely with cross-functional partners
• Comfortable working in a fast paced, evolving environment
• High tolerance for ambiguity
• Requirement - a self-starter!
• Education: 4-year higher education degree (bachelor's degree), master's degree a plus

Required Experience:

• Prior experience running technical projects in the networking, cloud, and security spaces
• Proven ability in a customer-facing or cross-functional liaison role
• Technical mindset, understanding and ability to learn new technologies, well informed on the latest technologies, analytical to know the why and can prioritize accordingly.
• Some experience or the understanding of the subscription software/service offers
• Prior success with understanding quantitative customer metrics - Net Promoter Score, Customer Satisfaction, ARR / MRR, churn
• Knowledge of Cisco's core architectures, business strategies, industry trends, and valuable practices to drive customer success at scale
• Prior experience using commerce ordering tools
• Understanding of Customer Success principles and processes
• Experience presenting the vision, strategy, routes-to-market, and execution steps of successful programs. Experience crafting content used to promote solutions such as executive briefings, events, webinars, or videos
• Drive adoption - and fast.
• If you are looking for practical involvement in crafting the future direction of Cisco innovations, be instrumental in Customer Success/Customer Experience, and want to work on significant things, 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!
Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.