Customer Engagement Programs Lead
About the role
Cisco is seeking a strategic, relationship-driven Program Manager to lead our global Customer Engagement Programs within the GTM Operations and Strategy & Planning organization.
Responsibilities
Strategy & Governance: Design and execute the annual strategy for global and regional CABs, ensuring alignment with Cisco’s corporate priorities and business unit objectives.
Executive Engagement: Act as a trusted advisor to Cisco’s leadership team, preparing them for high-stakes interactions with customer executives. Manage the end-to-end experience for board members, including onboarding, meeting agendas, and ongoing engagement.
Content Curation: Partner with product management and marketing teams to develop compelling, strategic agendas that address the top business challenges of our customers.
Influence & Insights: Formalize the feedback loop between CAB members and Cisco’s internal product and engineering organizations. Track, report, and drive action on customer insights to ensure measurable business impact.
Cross-Functional Leadership: Collaborate with Sales, Customer Experience (CX), and Marketing teams to ensure a unified and premium experience for board members across all touchpoints.
Operational Excellence: Manage program logistics, including digital collaboration platforms, event planning, and performance metrics, ensuring the program scales effectively.
Strategic Customer Engagements: Manage outreach and participation for beta/alpha product opportunities, customer speaking engagements, and testimonials. Coordinate high-touch executive briefings to strengthen relationships with priority global accounts. Establish and maintain structured feedback loops for priority accounts to ensure their strategic requirements are surfaced and addressed.
GTM Ops & Strategy Support: Provide cross-functional support for GTM Ops and Strategy & Planning initiatives. Contribute to broader operational excellence by aligning customer engagement activities with organizational strategic goals.
Requirements
Bachelor’s degree in Marketing, Business Administration, Communications, or a related field, and 7+ years of related experience in customer success, loyalty marketing, or strategic engagement programs.
Strategic execution and experience designing and scaling high-impact engagement initiatives that drive measurable improvements in customer retention and satisfaction.
Experience building relationships with C-suite stakeholders, providing proactive insights and anticipating executive needs to align program goals with broader business objectives.
Experience interpreting complex data sets and customer feedback loops to identify trends and influence long-term engagement strategy.
Qualifications
Demonstrated ability to synthesize complex customer feedback into meaningful business strategy.
Exceptional verbal and written communication skills, with the ability to articulate complex strategies clearly to diverse internal and external audiences.
Experience in the networking, cybersecurity, or SaaS industry.
Ability to navigate ambiguity and influence senior stakeholders without direct authority.
Data-driven mindset with the ability to measure program ROI and influence internal product roadmaps.
A natural inclination to anticipate potential friction points in the customer journey and develop preemptive solutions before they impact the user experience.
A high degree of personal accountability and a "founder’s mentality," with the drive to identify gaps in existing processes and independently lead cross-functional efforts to resolve them.
Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer engagement software, with a keen interest in adopting emerging technologies to enhance program delivery.
Skills
Strategic thinking and problem-solving skills.
Strong project management and organizational skills.
Excellent interpersonal and communication skills.
Ability to manage multiple projects simultaneously.
Experience with customer relationship management tools.
Ability to analyze and interpret complex data.
Benefits
The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
- New York City Metro Area: $168,800.00 - $277,400.00
- Non-Metro New York State & Washington State: $148,800.00 - $248,200.00
Pay
The starting salary range posted for this position is $168,800.00 to $241,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
Schedule
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.