Senior Manager for Americas, Customer Success at Cisco Meraki (San Francisco, CA)

| San Francisco, CA
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We are looking to further evolve our Customer Success practice with a forward-thinking leader who will grow the Customer Success team for the Americas! As the Senior Leader of the Americas you will help our team to take ownership of our white glove customers, and collaborate with the cross-functional groups across the organization to ensure Meraki customers are getting the most value from their investment. With our foundation in place, you will focus on improving our efficient and scalable coverage model by turning data into insights and elevating the team. In addition to this, you will also be intimately involved in the strategic growth of both the team personnel and key initiatives. Our people are acutely important here at Cisco Meraki, and as a Senior Manager, you will be expected to identify, develop and foster talent who can continue to contribute as future Customer Success Leaders. Touted as one of Cisco’s most successful acquisitions, Meraki is an exciting place to be. Join us and have an impact on the continued success and development of the Cisco Meraki Customer Success Team. If this is you, we'd love to hear from you!

Key Responsibilities:

  • Provide guidance to direct reports, comprising first-line managers and individual contributors.
  • Work with your team to develop campaigns to help our customers gain more value from their Cisco Meraki products
  • Partner with internal teams to develop a plan, leading to an extraordinary customer experience. Teams include: Sales, Operations, Product Management, Cisco Partners, and other customer success specialists
  • Iterate and improve on current metrics of success to meet objectives with process improvements; like adoption rates, up-sell and cross-sell, etc.
  • Promote an inclusive and supportive culture within and across teams
  • Develop and document the overall customer success adoption strategy
  • Align and collaborate with key partners at the theater level
  • Work with fellow senior management and other peers for strategy development and execution planning
  • Communicate goal results and key performance indicators to team and drive your teams towards success
  • Understand key customer critical metrics and identify expand opportunities with a keen eye/focus on customer retention
  • Implement retention and expansion strategies
  • Provide required resources to ensure the best customer experience
  • Champion company-wide culture of Adoption and Expansion
  • Help craft and drive leading metrics of success, including: customer health score, net promoter score (NPS) and adoption rates
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the Customer Success team

You are:

Candid. You communicate broadly and often, providing clear purpose, direction, goals, and measures.

Career Champion. You invest in your team’s growth and development.

Disagree, Decide, and Commit. You listen to understand different opinions and allow them to influence the direction.

Results Driven. You are resilient, optimistic, and passionate about our business results while never compromising customer, partner, and team relationships.

Trustworthy. You commit to earning our team’s trust every day through your actions and transparency.

You have:

5+ years in a leadership role, managing other leaders a plus

5+ years of experience with subscription and software offers or similar loyalty based retention models

Proven experience driving Customer Success relationships to influence end user adoption

Ability to build and lead local and dispersed teams and experience leading cross-functional teams

Interest in relevant technologies and customer use cases/outcomes

Program and project management experience

Experience integrating data and analytics into workflows and engagement processes

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

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.


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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • Backbone.jsFrameworks

An Insider's view of Cisco Meraki

What are some social events your company does?

Meraki Chicago hosts several social events. Some current and past events include weekly yoga and meditation sessions and cocktail classes, cooking classes, drag bingo, talent shows, and more!

Javana

Operations Supervisor

What does your typical day look like?

Badge in the door nearest the espresso machine and make latte art in the form of the Cisco logo. Work can range from teaching customers how RF works to designing multi-site Meraki networks. When I'm not evangelizing customers, teaching Networking-101, or handling escalations, I make easy work of those foolish enough to challenge me at ping pong.

Zakariya

Systems Engineer

How do you make yourself accessible to the rest of the team?

By simply just being around. In addition to the regularly scheduled one on one meetings I have with everyone, I make sure that my team knows I am always here to help, in any situation.

Lorenzo

Network Support Manager

What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Cisco Meraki has an Employee Experience team dedicated to ensuring that each Merakian has the best experience during their time at Meraki.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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